We are looking for a practical, customer-focused Customer Technical Support and Assembly Assistant to join our service and assembly team in Thame. This is a varied role combining first-line customer technical support, hands-on equipment preparation, order processing, returns handling and stock-related support.
You will be the first point of contact for customer support requests, helping customers resolve technical issues by phone, email and remote assistance. When support workload allows, you will also help prepare, assemble, test, dispatch and refurbish hardware and equipment to support smooth day-to-day operations.
About the Role
This role would suit someone who enjoys solving problems, communicating clearly with customers and working practically with technical products. Customer support is the priority, so you will need to be organised, responsive and confident managing support tickets through to resolution.
Key Responsibilities
· Provide excellent customer service and first-line technical support by phone, email and remote assistance.
· Create, update, manage and resolve customer support tickets, ensuring issues are accurately documented and followed through to completion.
· Diagnose and troubleshoot hardware, software and connectivity issues, escalating more complex cases where needed.
· Keep customers informed throughout the support process with clear, professional communication.
· Assist with processing, refurbishing and setting up returned PCs and equipment.
· Prepare, assemble and test hardware, including camera mounts, system components and product parts.
· Process customer returns, replacement equipment and customer orders, including international dispatch.
· Maintain accurate records and documentation using Microsoft Office and Google Workspace.
· Support stock management, equipment preparation and shipping activities when required.
Essential Skills and Experience
· A strong customer-focused attitude and excellent communication skills.
· Good working knowledge of Windows PCs and general computer hardware.
· Ability to diagnose and troubleshoot common technical issues.
· Confidence using Microsoft Office and/or Google Workspace.
· A practical, hands-on approach with strong attention to detail.
· Good organisational skills and the ability to prioritise workload effectively.
· Ability to work independently and switch between support, assembly and operational tasks.
· Flexibility to work weekdays, weekends and on-call evening shifts based on operational requirements.
Desirable Skills
· Previous experience in a technical support, IT, hardware, logistics or customer service role.
· Experience using remote support tools, ticketing systems or customer relationship management software.
· Basic networking knowledge, including IP addresses, Wi-Fi connections and router troubleshooting.
· Familiarity with configuring, imaging or maintaining Windows PCs and related hardware.
· Experience handling, testing or refurbishing electronic components or technical equipment.
· Understanding of stock control, dispatch processes, courier systems or order fulfilment workflows.
· Interest in cameras, computer vision, hardware products or embedded systems.
· Full UK driving licence.
Training and Support
Previous experience in a directly similar role is helpful but not essential. Full product and process training will be provided, including support workflows, hardware preparation standards and customer systems.
What We Are Looking For
We are looking for someone reliable, organised and keen to learn, with a positive attitude and a genuine interest in helping customers. You should enjoy practical problem-solving, be comfortable working with technical equipment and take pride in accurate, well-documented work.
How to Apply
If this sounds like the right opportunity for you, please apply with your CV and a short note outlining why you are interested in the role.
We welcome applications from candidates with different backgrounds and transferable experience. If you meet most of the requirements and are keen to learn, we would still like to hear from you.
Pay: £27,000.00-£29,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
