Customer Support Specialist

Focal Systems, a Silicon Valley startup specializing in retail AI solutions, is seeking a Customer Support Specialist to support their UK and European customers. The role involves troubleshooting, customer communication, and system diagnosis, with a focus on empathy and technical skills.

Location: Remote in UK or Portugal only

Salary: £30,000 - £36,000 (UK), €18,000 - €24,000 (Portugal)

Responsibilities

• Triage and resolve customer requests via Zendesk and internal tools
• Investigate time-sensitive issues using data to confirm root cause before escalating
• Build deep working knowledge of Focal's systems to diagnose issues independently
• Communicate clearly with both technical and non-technical stakeholders, in writing and verbally

Requirements

• 2+ years remote customer support/troubleshooting experience
• Strong written English (formal and casual)
• Comfortable reading data/logs to validate an issue before routing it
• Experience with Zendesk, Jira, or similar ticketing/tracking tools
• Resilient in a fast-changing, unstructured environment; can prioritize independently

Benefits

• Competitive Salary
• Generous Paid Time Off
• Pension
• Sick Leave
• Parental Leave
• Learning and Development Budget

Additional Information

• This role requires working Saturdays.