Graduate Tech Support – Products & Software

Keeler Limited; Clewer Village; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Bonus structure

Training & mentoring

Job summary

Keeler Limited is seeking a proactive Technical Support Associate – Products & Software to deliver first-line technical support for Keeler’s product range and software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis. The role targets recent graduates or early-career candidates with strong technical aptitude and a customer-focused approach.

Rolling training and mentoring will develop product knowledge, software support skills and confidence in assisting both internal and external

Qualifications

• Demonstrable technical aptitude with a willingness to learn
• Excellent written and verbal communication, able to explain technical info clearly
• Customer-focused mindset with professionalism and positive service experience
• Good troubleshooting, attention to detail and organisation

Responsibilities

• Serve as first point of contact for technical enquiries via ticketing, email, phone and video
• Assist customers and colleagues with product and software-related queries
• Support software installation, troubleshooting and operational guidance under guidance
• Utilise remote support tools to assist installation, configuration and basic troubleshooting
• Register and track enquiries and product returns in ERP with timely updates
• Maintain clear communication with customers throughout the ticket lifecycle and escalate as needed
• Escalate complex issues to SMEs or senior colleagues
• Document enquiries, actions and resolutions for quality and traceability
• Contribute to knowledge base and training materials for customers
• Participate in customer training activities as needed

Skills

Technical aptitude

Communication

Customer focus

Problem solving

Learning mindset

Team collaboration

Education

Engineering/IT degree or equivalent

Tools

TeamViewer

ERP system

Freshdesk

Job description

Keeler Limited is seeking a proactive Technical Support Associate – Products & Software to deliver first-line technical support for Keeler’s product range and software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis. The role targets recent graduates or early-career candidates with strong technical aptitude and a customer-focused approach.

Rolling training and mentoring will develop product knowledge, software support skills and confidence in assisting both internal and external