Customer Support Technician

At ArtiCAD (part of the SHD Group), we’re proud to be a fast-growing, multi-award-winning software company based in the heart of Watford. Our innovative CAD software, VR solutions, and online applications for kitchens, bedrooms, and bathrooms empower designers, retailers, and manufacturers to drive sales, manage installations, and deliver world-class customer experiences—online, in-store, and in the home.

We’re big on culture, passionate about delivering results, and always looking for fresh ideas. If you're enthusiastic, eager to learn, and thrive in a team environment, this could be the perfect next step for your career.

The Role: Customer Support Technician (known internally as a Customer Success Specialist!)

You’ll join our Customer Success Team, acting as a frontline ambassador for ArtiCAD users across the UK. From answering customer queries to delivering software training, you’ll help ensure every customer gets the very best from our technology.

No software experience? No problem! We're looking for someone with a genuine interest in tech, a proactive attitude, and outstanding customer service skills—we’ll teach you the rest.

What You'll Be Doing

• Process inbound enquiries from customers and suppliers via telephone and email
• Provide first line technical support to ArtiCAD software users, helping to identify and resolve common issues
• Raising helpdesk tickets (2nd line support) for complex or more time consuming issues
• Resolving 2nd line tickets when up-skilled
• Conduct 1:1 online training on our software with customers
• Perform sales and office administration, update customer records, and confirm training bookings
• Daily use of our ArtiCAD design software
• Meet and greet visitors as required
• Contact customers periodically to assess satisfaction and process any queries
• Assist your Manager in evaluating and improving ArtiCAD’s Customer Success activities and processes

What We're Looking For

• A confident and friendly communicator (verbal, written, and online)
• Previous experience in customer service (desirable)
• Passion for tech, design, or the KBB (kitchen, bedroom, bathroom) industry
• Ability to thrive in a fast-paced, team-oriented environment
• Strong academic background (A-level or equivalent)
• Ambitious, adaptable, and eager to learn

What It’s Like to Work at ArtiCAD

• We’re collaborative and inclusive – you’ll always feel part of the team
• We care about community, regularly supporting charity initiatives and work experience schemes
• We champion innovation and bold ideas – your voice matters here
• We're committed to delivering an exceptional customer journey
• We encourage every team member to strive for their best self

Benefits:

Salary: Entry level

Hybrid Working

Employee Retail Discount

C2W Scheme

Comprehensive Private Medical Insurance

Comprehensive Private Optical & Dental Insurance

25 Days Annual Leave + 8 Bank Holidays