Customer Technical Support Specialist (Maternity Cover, 10 to 12 Months)

Leanpath; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible work environment

Hybrid working

25 days paid holidays

Volunteer time off

Purpose-driven work

Office perks

Job summary

Leanpath is seeking a Customer Technical Support Specialist on a fixed-term maternity cover to support global customers and resolve technical and non-technical issues with speed and care.

The role involves troubleshooting hardware, software, and connectivity, documenting resolutions in Zendesk, and coordinating UK inventory and shipments from London. Hybrid work and a friendly, proactive team culture are offered.

Qualifications

• Strong diagnostic skills and a resourceful, proactive approach to solving problems.
• Clear, confident written and verbal communication, including explaining technical issues to non-technical users.
• A warm, professional manner that puts customers at ease, even when things go wrong.
• Ability to get up to speed quickly and work independently in a fast-moving environment.
• 1–3 years in a technical, customer-facing support role.
• Experience supporting computer networking (Wi-Fi, connectivity troubleshooting).
• Familiarity with Zendesk or similar support platforms.
• Familiarity with Salesforce CRM.
• Experience supporting hardware in customer environments.

Responsibilities

• Serve as first point of contact for customers and partners via phone, email, and occasional on-site visits.
• Troubleshoot complex hardware, software, and connectivity issues by isolating the problem, researching solutions, and collaborating with the team, escalating where needed and following through to resolution.
• Document issues and resolutions clearly in our ticketing system (Zendesk).
• Support partners using our hardware/software solution in line with service agreements.
• Manage replacement orders, including coordinating occasional shipments from our London office to client sites.
• Own our small UK inventory, keeping stock levels organised, accurate, and ready to meet customer needs.
• Support QA review of new software releases, helping ensure updates work as expected before they reach customers.
• Contribute to our Help Centre by writing new articles and keeping existing content up to date.

Skills

Diagnostic skills

Problem solving

Written communication

Verbal communication

Customer-facing support

Independent work

Fast learner

Networking (Wi-Fi)

Zendesk

Salesforce CRM

Hardware support

Tools

Zendesk

Salesforce CRM

Job description

• We’re hiring a Customer Technical Support Specialist on a fixed-term contract to cover a maternity leave, with the potential to extend based on business needs
• You’ll deliver exceptional support to our global customers, resolving technical and non-technical issues with speed, accuracy, and care
• Contract: Fixed-term (maternity cover), approximately 10–12 months, with potential to extend
• Hours: Monday–Friday, 9am–6pm
• Serve as a first point of contact for customers and partners, resolving technical and non-technical issues by phone, email, and occasional on-site visits
• Troubleshoot complex hardware, software, and connectivity issues by isolating the problem, researching solutions, and collaborating with the team, escalating where needed and following through to resolution
• Document issues and resolutions clearly in our ticketing system (Zendesk)
• Support partners using our hardware/software solution in line with service agreements
• Manage replacement orders, including coordinating occasional shipments from our London office to client sites
• Own our small UK inventory, keeping stock levels organised, accurate, and ready to meet customer needs
• Support QA review of new software releases, helping ensure updates work as expected before they reach customers
• Contribute to our Help Centre by writing new articles and keeping existing content up to date

Benefits

• Flexible work environment
• Hybrid working
• 25 days paid holidays
• Volunteer time off
• Purpose-driven work
• Office perks

Strong diagnostic skills and a resourceful, proactive approach to solving problemsClear, confident written and verbal communication, including explaining technical issues to non-technical usersA warm, professional manner that puts customers at ease, even when things go wrongAbility to get up to speed quickly and work independently in a fast-moving environment1–3 years in a technical, customer-facing support roleExperience supporting computer networking (Wi-Fi, connectivity troubleshooting)Familiarity with Zendesk or similar support platformsFamiliarity with Salesforce CRMExperience supporting hardware in customer environments