Technical Support Specialist - Products & Software

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.

Reporting to the Technical Services Manager, the Technical Support Specialist will be the primary point of contact for technical enquiries submitted via the ticketing system, covering Keeler’s full product range and associated software (Keeler Konnect, Accutome Connect, Kapture, Kinexis, etc.).

You will work within a collaborative team, supporting both internal and external customers. The role involves investigating, resolving, and documenting technical issues related to product functionality, operations, parts, and software, ensuring customer satisfaction.

Key Responsibilities:

• Act as the first point of contact for technical enquiries via ticketing system, email, telephone, and video.
• Provide technical support for Keeler products and associated software, including troubleshooting, installation, and operational guidance.
• Use remote support tools (e.g., TeamViewer) to assist customers with software installation and troubleshooting.
• Register, classify, and track enquiries and product returns in the ERP system.
• Liaise with clients throughout the lifecycle of the service ticket, ensuring timely updates and resolution.
• Escalate complex issues to Subject Matter Experts (SME), as needed.
• Identify opportunities for upselling or recommending new equipment when appropriate.
• Maintain accurate records of enquiries, actions taken, and resolutions.
• Contribute to process improvement and knowledge base documentation.
• Complete administrative tasks promptly and accurately.
•  Work on and create educational material for customers such as technical how-to guides, tutorial videos, training courses to the Keeler educational platforms (Keeler EyeQ Education Hub, LMS, Freshdesk ticketing system knowledge base, etc).
• Provide technical training to customers where required.

About You

• Strong technical aptitude and problem-solving skills.
• Experience supporting hardware and software products, ideally in a helpdesk or technical support role.
• Familiarity with remote support tools (e.g., TeamViewer) and software troubleshooting.
• Skilled in using Microsoft Office and ERP systems (experience with ERP highly desirable).
• Excellent communication skills, able to convey technical information to non-technical audiences.
• Strong work ethic, attention to detail, and ability to prioritise workload.
• Ability to work both independently and as part of a team.
• Proactive in identifying and implementing process improvements.
• Having experience with video editing or proficiency in using video editing software would be beneficial.

What We Offer You

• Competitive Remuneration Package including base Salary, performance related bonus structure, pension scheme, and other associated benefits.
• The potential to work in collaborative work environment within Keeler and Halma Group
• Career Development Opportunities within Keeler and Halma Group

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.