Technical Support Associate

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

As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development. We are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation. Keeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index.

About the Role

Reporting to the Technical Services Manager, the Technical Support Associate – Products & Software provides first-line technical support for enquiries submitted via the ticketing system, covering Keeler’s product range and associated software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis. This role is designed for a recent graduate or early-career candidate who has demonstrable technical aptitude and willingness to learn. The successful candidate will have curiosity, strong communication skills, problem-solving ability and a customer-focused approach. Full training and mentoring will be provided to develop product knowledge, software support skills and confidence in supporting both internal and external customers. The role involves assisting with the investigation, resolution and documentation of technical issues related to product functionality, operations, parts and software, while supporting a positive customer experience.

Key Responsibilities

• Act as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.
• Assist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.
• Support troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.
• Use remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.
• Register, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.
• Liaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.
• Escalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.
• Maintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.
• Contribute to knowledge base documentation, FAQs and process improvement activities.
• Complete administrative tasks promptly and accurately.
• Assist in creating educational material for customers, such as technical how-to guides, tutorial videos and training content for Keeler educational platforms including Keeler EyeQ Education Hub, LMS and Freshdesk knowledge base.
• Support customer training activities where required, initially by assisting senior colleagues and developing confidence over time.

About You

We are looking for someone with demonstrable technical aptitude and willingness to learn, rather than requiring extensive previous experience. The successful candidate will be curious, organised, customer-focused and keen to build a career in technical support within a medical device environment.

Essential Skills and Attributes

• Strong technical aptitude and genuine interest in technology, software applications and problem-solving.
• Curiosity and enthusiasm for learning new products, systems and technical processes.
• Excellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.
• A logical and methodical approach to troubleshooting, with good attention to detail.
• Customer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.
• Strong work ethic, reliability and ability to prioritise workload with guidance.
• Ability to work both independently and as part of a collaborative team.
• Proactive approach to learning, asking questions and improving knowledge over time.
• Comfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.

Desirable Skills and Experience

• Degree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.
• Previous experience in a customer-facing, IT support, retail technology, service desk or technical support environment.
• Basic understanding of computer hardware, software installation, networking concepts or remote support tools.
• Familiarity with TeamViewer or similar remote support platforms.
• Experience using ticketing, CRM, ERP or knowledge base systems.
• Interest in video editing, tutorial creation or educational content would be beneficial.
• Awareness of medical devices, healthcare technology or regulated environments would be advantageous.

What We Offer You

• Competitive remuneration package including base salary, performance-related bonus structure, pension scheme and other associated benefits.

Role Location and Working Arrangements

The role is based in Windsor #LI-SL2

Join us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.

Halma offers career opportunities for both senior leaders and for graduates.We welcome experienced professionals who are inspired by our purpose, who are entrepreneurial and who want to help take our companies to the next level of growth.

Our graduate program offers a unique experience to work in the Halma companies across the world.

http://www.halma.com