Technical Support Advisor

Ideagen Reactec is looking for a motivated and customer-focused Technical Support Advisor to join our dedicated Customer Support team. In this role, you will act as the first point of contact for users seeking assistance with our HAV, noise, dust, and cloud-based monitoring solutions. You will be responsible for providing technical guidance, supporting product use, and ensuring customers gain maximum value from the technology.

This position involves delivering clear communication, solving technical problems, and helping customers build confidence with their devices and software. You'll play a key part in maintaining high service standards and contributing to an efficient, supportive, and knowledgeable customer experience. Responsibilities:

• Acting as the primary customer contact and managing support requests through triage, prioritisation, and timely resolution.
• Providing technical guidance across Ideagen Reactec and third-party monitoring solutions, including HAVwear, R-Link, and noise/dust monitoring equipment.
• Offering customer training and support through phone, email, and video channels.
• Diagnosing and repairing HAVwear and R-Link devices, and coordinating warranty or supplier returns for third-party equipment.
• Escalating complex or high-impact technical issues and assisting with continuous improvement initiatives.
• Representing Ideagen Reactec with a professional and service-driven approach at all times.
• Promoting customer self-service options, including FAQs, user guides, and online resources within the Customer Zone.
• Maintaining accurate records within the support ticketing system (Salesforce/Service Cloud) and contributing to process development.
• Supporting internal knowledge sharing by contributing to documentation and team training.

Do you have experience in Salesforce?, * Strong technical troubleshooting skills with experience supporting both hardware and software systems.

• Clear and confident communication skills with a focus on delivering a positive customer experience.
• Comfortable engaging with a wide range of users, including frontline workers and senior management.
• Able to manage competing priorities and maintain productivity in a fast-paced support environment.
• Familiarity with CRM and ticketing tools (Salesforce/Service Cloud experience is beneficial).
• An interest in helping users get the most from their technology and a proactive approach to improving service quality.

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. We're building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll thrive at Ideagen! What is next? If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps. To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com . All matters will be treated with strict confidence. At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!