Product Support Specialist

Location: Hybrid – Burton on Trent (approx. once per week)

Employment Type: Permanent

Are you a technically skilled professional with a passion for customer service? Do you enjoy problem-solving, working with innovative products, and helping customers get the best out of their systems?

We’re looking for a Product Support Specialist to join our growing support team. In this role, you’ll be at the forefront of customer interaction—delivering high-quality support, resolving technical queries, and ensuring every customer feels valued.

What you’ll be doing

• Providing first-class technical support to customers worldwide, handling enquiries from first contact through to resolution.
• Delivering both remote and on-site support, including customer product installations.
• Creating and maintaining accurate product documentation.
• Supporting new product releases by executing test scripts and contributing feedback.
• Building strong relationships with customers and working closely with the wider support team to continuously improve services.

What we’re looking for

• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Good working knowledge of computer systems in a laboratory environment.
• Confident with general software use in Windows environments.
• Analytical problem-solver with the ability to manage and prioritise your own workload.
• Experience of supporting software in a regulated environment.
• Familiarity with IT Service Management frameworks (e.g. ITIL) and SQL Server is advantageous.
• Previous exposure to middleware and/or LIS systems would be a plus.

What you’ll bring

• A results-oriented, customer-focused mindset.
• Commitment to delivering excellent service.
• The ability to work independently while contributing as part of a collaborative team.

Why join us?

• The chance to be part of a supportive, customer-focused team.
• A varied role where no two days are the same.
• Opportunities to grow your technical and professional skills.
• A hybrid working model with a base in Burton on Trent.

To £40,000 excellent benefits including 27 days hol (includes 3 for Christmas Shutdown), contributory pension, flexible working around core hours, discretionary bonus scheme. On-call allowance (1 week in 4, covers until 7pm Mon-Fri Saturday until 2.30pm)