Client Support and Hardware Specialist

About the Role

We’re looking for a technically confident Client Support Specialist who enjoys solving problems, helping people and taking ownership when something isn’t working as it should.

This isn’t a generic customer service role. You’ll support clients using Digi Tickets’ ticketing, admissions and point-of-sale technology, helping them resolve a mixture of software, payment and hardware issues.

One moment, you might be remotely diagnosing a payment device that has stopped connecting; the next, you could be supporting a software update, investigating an online booking issue or helping a busy venue get its admissions hardware working again.

Our clients include visitor attractions, events, leisure venues and other busy customer-facing organisations. When their technology stops working, it can have an immediate operational impact. They need someone who remains calm, asks the right questions and takes responsibility for getting them back up and running.

You’ll be part of our wider Service Delivery team, working directly with clients by phone, support ticket, online chat and remote connection. You’ll also work closely with colleagues across Engineering, Project Management, Client Relationship Management and Business Development.

Above all, we’re looking for someone who combines strong client-support skills with practical hardware knowledge and a genuine interest in understanding how technology works.

• Digi Tickets provides award-winning software solutions to the tourism, leisure and events industries.

• Trusted by more than 1000 venues globally, we process over one million ticket sales each month and approximately £700 million in revenue annually. Our clients include well-known organisations such as The National Trust, Imperial War Museums and Dublin Zoo.

• We’re an ambitious and forward-thinking company with a friendly, collaborative culture. Every member of the team has the opportunity to contribute ideas, improve how we work and make a visible difference to our clients.

• Great support at Digi Tickets isn’t simply about answering the phone or closing a ticket. We take ownership, keep our clients informed and work hard to build lasting relationships.

• Respond to support requests by phone, ticket, online chat and remote connection.

• Diagnose and resolve software, hardware, payment and connectivity issues.

• Take ownership of cases and see them through to a clear conclusion.

• Keep clients informed throughout an investigation.

• Provide clear, step-by-step guidance to technical and non-technical users.

• Prioritise competing issues according to urgency, operational impact and agreed service levels.

• Identify when an issue requires escalation and work with the appropriate internal team to progress it.

• Record clear investigation notes, reproduction steps and impact summaries

• Configure, connect and troubleshoot payment terminals and related devices.

• Support the setup and replacement of admissions, ticketing and point-of-sale hardware.

• Diagnose issues affecting printers, scanners, tills, card readers and other peripherals.

• Investigate network and connectivity problems affecting client devices.

• Assist clients with software, firmware and device updates.

• Carry out remote checks and configuration changes safely and methodically.

• Test devices and systems to confirm that they are working correctly.

• Support new equipment installations and client go-lives where required.

• Investigate booking, admissions, ticketing, reporting, and system configuration queries.

• Help clients understand and effectively use the Digi Tickets platform.

• Troubleshoot software, integration and transaction-flow issues.

• Support online, back-office and point-of-sale processes.

• Identify suspected defects and elevate them to Engineering with detailed supporting evidence.

• Assist new and existing clients with configuration, testing and go‑live support.

• Work collaboratively with Engineering, Project Management, Business Development and Client Relationship Managers.

• Advocate for clients when wider investigation or escalation is…