About the roleWe are seeking a dedicated and knowledgeable Customer Technical Support Engineer to join our dynamic team. The ideal candidate will provide exceptional technical support across all Road Tech products and services, using excellent communication skills and a strong understanding of customer needs to efficiently resolve software issues and help users maximise the value of our solutions through phone, email, and remote support.Shift pattern: Early (08:00-16:30), Normal (09:00-17:30), Late (10:00-18:30).Key responsibilitiesResponding to inbound Support calls and emails, ensuring all interactions are accurately logged in the CRM system.Proactively develop in-depth knowledge of all Road Tech products and the associated best practice (training provided).Managing support cases through to resolution, keeping customers informed throughout the process.Logging all bugs, feature requests, and other issues in a timely manner.Escalating complex cases to the Support Manager where necessary.Collaborating with technical and software development teams to determine the best solutions for customer issues.Maintaining a professional level of service by effectively communicating with both colleagues and customers, while ensuring the support CRM is consistently updated.Diagnosing and resolving faults.Providing customers with guidance on new product features to support usage and identify potential sales opportunities.Experience in a customer focused technical support role is ideal.Strong understanding of software troubleshooting techniques and computer hardware components.Ability to proficiently and accurately use a PC and Windows Operating System.Familiarity with ticketing systems is advantageous.Customer centric approach.Ability to work independently as well as part of a team in a fast-paced environment.What we can offer you25 days holidayPension scheme (Company Contribution up to 8%)Employee Assistance Programme24/7 confidential helplineCounselling sessions, legal and financial guidanceHealth and wellbeing portalDiscounts and offers via BrightEXFree on-site parkingHow to ApplyTo apply, please upload your latest CV. We will aim to respond to your application within 10 working days.Data PrivacyYour personal information will be used solely for recruitment purposes and retained for a period of one year. After this period, your data will be automatically deleted in line with our Company Recruitment and Selection Policy.How we handle your personal dataIn accordance with data protection laws, we are committed to safeguarding your personal data. The information you provide in your application will be used solely for the purpose of assessing your suitability for the role you have applied for. Your personal data will be kept confidential and will not be shared with any third parties, except where required by law or with your explicit consent. If your application is successful, your personal data will be retained for the duration of your employment. If your application is unsuccessful, your data will be retained for one year, after which it will be securely deleted or anonymised. For your information we do not use AI to select suitable candidates.You have the right to access, correct, or request the deletion of your personal data at any time. For further information on how we process your data, please refer to our privacy policy or contact our Compliance Team on compliance@roadtech.co.uk. #J-18808-Ljbffr