Remote Tier 1 Technical Support Specialist

Routeware, Inc.; United Kingdom; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Sick pay

Health benefits

Contributory pension

Fully remote (UK-based)

Job summary

Routeware, Inc. is seeking a Tier 1 Technical Support Specialist to be the first point of contact for customers, handling calls and tickets, and resolving software and hardware issues across Routeware products.

You will work in a fully remote, UK-based environment with daily email and phone interactions, requiring strong communication, problem-solving, and a calm, customer-focused approach. Training is provided, and you’ll collaborate with cross-functional teams on ongoing projects.

Qualifications

• Proven experience in a customer-facing technical support or helpdesk role.
• Strong troubleshooting and analytical skills with a methodical approach to problem-solving.
• Excellent written and verbal communication skills.
• Experience with Android and Windows operating systems.
• Ability to prioritise and stay organised in a fast-paced environment.

Responsibilities

• Act as the first point of contact for customer support calls and tickets, managing your queue effectively
• Take ownership of reported issues and see them through to resolution
• Research, diagnose, and troubleshoot software and hardware issues, identifying and implementing solutions
• Escalate unresolved or complex issues to the appropriate internal teams with clear, well-documented handovers
• Prioritise and manage multiple tasks and competing demands at once
• Create and contribute to user documentation and the internal knowledge base
• Carry out device configuration and preparation
• Collaborate across multiple projects and communicate effectively with customers, vendors, and internal stakeholders
• Adapt to change and delays, and unexpected events with a calm solutions-focused approach
• Participate in an after-hours support rota on rotating schedule
• Perform other related duties as assigned

Skills

Customer-facing

Troubleshooting

Communication

Android

Windows

Tools

Salesforce

Zendesk

CRM/Ticketing

MDM tools

Job description

Routeware, Inc. is seeking a Tier 1 Technical Support Specialist to be the first point of contact for customers, handling calls and tickets, and resolving software and hardware issues across Routeware products.

You will work in a fully remote, UK-based environment with daily email and phone interactions, requiring strong communication, problem-solving, and a calm, customer-focused approach. Training is provided, and you’ll collaborate with cross-functional teams on ongoing projects.