At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for customers using innovative tech solutions.
- Company: Join a growing UK tech company specialising in smart access control and communication systems.
- Benefits: Enjoy 25 days annual leave, private health insurance, and ongoing training opportunities.
- Other info: Be part of a small team where your ideas truly matter and drive change.
- Why this job: Make a real impact by owning customer issues and collaborating with engineers on cutting-edge products.
- Qualifications: 1-3 years in technical support, strong communication skills, and a curious mindset.
The predicted salary is between 29250 - 35750 £ per year.
An excellent opportunity for an experienced Technical Support Specialist to join a well-established company!
Job Type: Full-Time, Permanent.
Salary: £30,000 - £35,000 Per Annum, Depending on Experience.
Location: Hemel Hempstead HP2 – Office Based.
Schedule: Monday – Friday, 8:00am – 5:00pm.
About The Company:
They are a growing UK technology company specialising in smart door entry, cloud-based access control and digital communication systems. Their solutions are used by housing providers, local authorities, property managers and security contractors across the UK, enabling organisations to remotely manage building access, resident information and connected devices through a secure cloud platform.
About The Role:
The company are looking for a Technical Support Specialist to join their customer support team. You will be one of the first people their customers contact when they need help configuring the platform, deploying a new system or resolving a technical issue.
In a typical day you might investigate an issue within their cloud portal or mobile app, help a customer configure their system, troubleshoot 4G connectivity with a connected device, guide an installation engineer through commissioning, or support a housing provider with managing residents and access credentials.
You will work closely with customers, installation partners and product development team — building a detailed understanding of SaaS platforms, connected devices and IoT technology. Ultimately you will become someone our customers trust to take ownership of their issues and explain technical information clearly.
Key Responsibilities:
- Acting as the first point of contact for customers by telephone, email and support ticket
- Diagnosing and troubleshooting issues across our cloud platform, mobile applications and connected devices
- Helping customers and installation engineers configure, commission and test systems
- Tracking issues to resolution within agreed response times and escalating where necessary with a clear technical handover
- Recording all actions and findings accurately within our CRM, ERP and support systems
- Supporting customer onboarding and technical training
- Creating and improving internal knowledge-base articles and customer-facing help content
- Identifying recurring issues and feeding back to our product and development teams
Candidate Requirements:
Essential
- 1–3 years of experience in a customer-facing support, technical support or service-desk role
- Experience providing support by telephone and email for software, SaaS, hardware or another technical product
- A methodical approach to investigating and troubleshooting issues
- Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users
- Strong organisational skills, attention to detail and the ability to manage multiple open issues simultaneously
- A curious mindset, a genuine interest in how products work and the confidence to take ownership of assigned issues
Desirable:
- Experience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo or Jira
- Exposure to IoT products, connected devices, mobile application support or 4G/network connectivity troubleshooting
- Experience within door entry, access control, CCTV, security systems or building technology
- Experience writing customer-facing instructions, knowledge-base articles or help content
You do not need to meet every desirable requirement. Candidates who demonstrate strong problem-solving skills, clear communication and a genuine ownership mindset are encouraged to apply.
Why Join Them?
- Work across the full product ecosystem — cloud software, mobile applications, connected devices and access control — rather than supporting just one part of a system
- Take meaningful ownership of customer issues from an early stage and work directly with the engineers and developers building the products
- Join a small, capable team in a growing UK technology company where your ideas and feedback make a genuine difference
Company Benefits:
- 25 days annual leave plus bank holidays
- Workplace pension
- Private health insurance
- Regular product and technical training and personal development opportunities
- Modern equipment and a bright, well-equipped serviced office in Hemel Hempstead
If you feel that you have the relative skills/attributes to fulfil this role then please apply now for immediate consideration. The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit and business need.
Technical Support Specialist in Hemel Hempstead employer: Recruitment Helpline
RECRUITMENT HELPLINE is an excellent employer for Mobile HVAC Service Engineers, offering a dynamic work environment that values employee growth and development. With competitive salaries, door-to-door travel compensation, and a strong focus on teamwork and customer engagement, employees can expect a rewarding career while working across diverse sectors throughout the UK.
