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Labtrac Solutions Limited; Altrincham; On-site; GBP 26,000 - 38,000; Full time

Job summary

Labtrac Solutions Limited is seeking a customer-focused Helpdesk & Customer Support Specialist to provide first-line and second-line support for our SaaS platform used by dental laboratories. You will troubleshoot, train users, and guide implementations to ensure an exceptional customer experience throughout the journey.

The role emphasizes clear communication of technical concepts to non-technical users and ongoing contribution to support documentation and process improvements.

Qualifications

• Experience in customer support/helpdesk, preferably first-line and second-line support.
• Ability to troubleshoot software, hardware, and integrations.
• Clear communication of technical concepts to non-technical users.

Responsibilities

• Serve as the first point of contact for customer support via phone, email, tickets, and remote tools.
• Log, prioritise, and manage support tickets in line with SLAs.
• Diagnose and resolve software, hardware, workflow and integration issues.
• Escalate complex issues to specialist teams while maintaining customer communication.
• Monitor support queues to ensure timely resolutions.
• Document troubleshooting steps, resolutions, and interactions accurately.
• Investigate and resolve application, network, and connectivity issues.
• Support integrations with third-party systems and digital workflows.
• Assist with system configuration, user management, permissions, and setup.
• Identify recurring issues and suggest improvements to processes and product functionality.
• Create and maintain customer support documentation and training materials.
• Guide customers on best practices to maximise system adoption and efficiency.
• Support onboarding and implementation activities.
• Participate in testing new releases and updates.

Job description

We are seeking a customer-focused Helpdesk & Customer Support Specialist to provide first-line and second-line support to dental laboratories using our SaaS product. The successful candidate will have strong helpdesk experience, excellent troubleshooting skills and the ability to communicate technical concepts clearly to non-technical users.

The role is responsible for resolving customer issues, delivering system training, supporting software implementations and ensuring an exceptional customer experience throughout the customer journey.

Key Responsibilities

Customer Support & Helpdesk

• Act as the first point of contact for customer support enquiries via phone, email, ticketing systems and remote support tools.
• Log, prioritise, and manage support tickets in line with agreed service levels.
• Diagnose and resolve software, hardware, workflow and integration issues.
• Escalate complex technical issues to specialist teams while maintaining ownership of customer communication.
• Monitor support queues and ensure timely resolution of customer requests.
• Document troubleshooting steps, resolutions, and customer interactions accurately.

Technical Troubleshooting

• Investigate and resolve application, network, and connectivity issues.
• Support integrations with third-party systems and digital workflows.
• Assist customers with system configuration, user management, permissions, and setup.
• Identify recurring issues and recommend improvements to support processes and product functionality.

Customer Training & Adoption

• Create and maintain customer support documentation, knowledge base articles, and training materials.
• Guide customers through best practices to maximise system adoption and efficiency.
• Support new customer onboarding and implementation activities.
• Contribute to enhancement of support processes and customer satisfaction initiatives.
• Share customer feedback with product and development teams.
• Assist in testing new software releases and product updates.
• Help maintain internal support documentation and standard operating procedures.