Technical Support Specialist (Hybrid)

Join a global, ambitious team and be part of what's next!

The Role

As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products.

What you'll do

* Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience.

* Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting.

* Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing.

* Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution.

* Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution.

* Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience.

* Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing.

* Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs.

* Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey.

* Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.

What we’re looking for

* 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment.

* A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential.

* Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively.

* Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences.

* A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions.

* The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment.

* Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.

Why Join CameraMatics?

* High-growth global SaaS company

* Collaborative team culture, fast moving & focused on quality

* Opportunity to grow with a scaling business

* Hybrid working: 4 days in office, 1 day working remote