Acting as the primary customer contact and managing support requests through triage, prioritisation, and timely resolution.
Providing technical guidance across Ideagen Reactec and third‑party monitoring solutions, including HAVwear, R-Link, and noise/dust monitoring equipment.
Offering customer training and support through phone, email, and video channels.
Diagnosing and repairing HAVwear and R-Link devices, and coordinating warranty or supplier returns for third‑party equipment.
Escalating complex or high-impact technical issues and assisting with continuous improvement initiatives.
Representing Ideagen Reactec with a professional and service‑driven approach at all times.
Promoting customer self‑service options, including FAQs, user guides, and online resources within the Customer Zone.
Maintaining accurate records within the support ticketing system (Salesforce/Service Cloud) and contributing to process development.
Supporting internal knowledge sharing by contributing to documentation and team training.

Strong technical troubleshooting skills with experience supporting both hardware and software systems.
Clear and confident communication skills with a focus on delivering a positive customer experience.
Comfortable engaging with a wide range of users, including frontline workers and senior management.
Able to manage competing priorities and maintain productivity in a fast‑paced support environment.
Familiarity with CRM and ticketing tools (Salesforce/Service Cloud experience is beneficial).
An interest in helping users get the most from their technology and a proactive approach to improving service quality.

Customer Support Advisor

Key skills