Technical Support Associate
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What you'll do
- Act as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.
- Assist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.
- Support troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.
- Use remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.
- Register, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.
- Liaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.
- Escalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.
- Maintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.
- Contribute to knowledge base documentation, FAQs and process improvement activities.
- Complete administrative tasks promptly and accurately.
- Assist in creating educational material for customers, such as technical how-to guides, tutorial videos and training content for Keeler educational platforms including Keeler EyeQ Education Hub, LMS and Freshdesk knowledge base.
- Support customer training activities where required, initially by assisting senior colleagues and developing confidence over time.
What they're looking for
- Strong technical aptitude and genuine interest in technology, software applications and problem-solving.
- Curiosity and enthusiasm for learning new products, systems and technical processes.
- Excellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.
- A logical and methodical approach to troubleshooting, with good attention to detail.
- Customer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.
- Strong work ethic, reliability and ability to prioritise workload with guidance.
- Ability to work both independently and as part of a collaborative team.
- Proactive approach to learning, asking questions and improving knowledge over time.
- Comfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.
Nice to have
- Degree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.
- Previous experience in a customer-facing, IT support, retail technology, service desk or technical support environment.
- Basic understanding of computer hardware, software installation, networking concepts or remote support tools.
- Familiarity with TeamViewer or similar remote support platforms.
- Experience using ticketing, CRM, ERP or knowledge base systems.
- Interest in video editing, tutorial creation or educational content would be beneficial.
- Awareness of medical devices, healthcare technology or regulated environments would be advantageous.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development.
We are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation.
Keeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index.
About the Role
Reporting to the Technical Services Manager, the Technical Support Associate – Products & Software provides first-line technical support for enquiries submitted via the ticketing system, covering Keeler’s product range and associated software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis.
This role is designed for a recent graduate or early-career candidate who has demonstrable technical aptitude and willingness to learn. The successful candidate will have curiosity, strong communication skills, problem-solving ability and a customer-focused approach. Full training and mentoring will be provided to develop product knowledge, software support skills and confidence in supporting both internal and external customers.
The role involves assisting with the investigation, resolution and documentation of technical issues related to product functionality, operations, parts and software, while supporting a positive customer experience.
Key Responsibilities
Act as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.
Assist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.
Support troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.
Use remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.
Register, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.
Liaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.
Escalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.
Maintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.
Contribute to knowledge base documentation, FAQs and process improvement activities.
Complete administrative tasks promptly and accurately.
Assist in creating educational material for customers, such as technical how-to guides, tutorial videos and training content for Keeler educational platforms including Keeler EyeQ Education Hub, LMS and Freshdesk knowledge base.
Support customer training activities where required, initially by assisting senior colleagues and developing confidence over time.
About You
We are looking for someone with demonstrable technical aptitude and willingness to learn, rather than requiring extensive previous experience. The successful candidate will be curious, organised, customer-focused and keen to build a career in technical support within a medical device environment.
Essential Skills and Attributes
Strong technical aptitude and genuine interest in technology, software applications and problem-solving.
Curiosity and enthusiasm for learning new products, systems and technical processes.
Excellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.
A logical and methodical approach to troubleshooting, with good attention to detail.
Customer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.
Strong work ethic, reliability and ability to prioritise workload with guidance.
Ability to work both independently and as part of a collaborative team.
Proactive approach to learning, asking questions and improving knowledge over time.
Comfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.
Desirable Skills and Experience
Degree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.
Previous experience in a customer-facing, IT support, retail technology, service desk or technical support environment.
Basic understanding of computer hardware, software installation, networking concepts or remote support tools.
Familiarity with TeamViewer or similar remote support platforms.
Experience using ticketing, CRM, ERP or knowledge base systems.
Interest in video editing, tutorial creation or educational content would be beneficial.
Awareness of medical devices, healthcare technology or regulated environments would be advantageous.
What We Offer You
- Competitive remuneration package including base salary, performance-related bonus structure, pension scheme and other associated benefits.
- The potential to work in a collaborative work environment within Keeler and the Halma Group.
- Career development opportunities within Keeler and the Halma Group.
- Structured product, software and support process training.
- Mentoring and development towards future technical support or product specialist roles.
Role Location and Working Arrangements
The role is based in Windsor
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Join us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.
Company
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