Job Title:
Technical Support Specialist
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Graduate Technical Support Role
About the Job:
We are seeking a talented and motivated individual to join our Technical Support Team as a Graduate Technical Support Specialist. In this role, you will be responsible for providing exceptional customer service and technical support to our clients via phone and email.
You will be working in a fast-paced environment, responding to customer inquiries, resolving technical issues, and escalating complex problems to our Tier-2 support team. As a member of our team, you will have the opportunity to develop your skills and knowledge in customer support, software troubleshooting, and problem-solving.
If you are a graduate with 6 months' work experience or someone with no degree but with two years' experience in desktop support, we would love to hear from you!
Key Responsibilities:
* Customer Support: Respond to customer inquiries via phone and email, providing timely and effective solutions to their technical issues.
* Ticket Management: Manage and own the technical support mailbox, creating support tickets when necessary and allocating tasks to team members.
* Technical Assistance: Provide technical support or assistance for incoming issues and concerns related to hardware, software, and systems at the first response level.
* Collaboration: Work closely with our Tier-2 support team to resolve complex technical issues and improve overall customer satisfaction.
* Reporting: Report significant or recurring problems to the Tier-2 support team, gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves.
What We Offer:
* Opportunities for Growth: As a member of our team, you will have opportunities to develop your skills and knowledge in customer support, software troubleshooting, and problem-solving.
* Supportive Team Environment: You will be working in a collaborative and supportive team environment, where everyone is committed to delivering exceptional customer service.
* Continuous Learning: You will have access to ongoing training and development opportunities to help you achieve your career goals.
* Competitive Salary and Benefits: You will receive a competitive salary and benefits package, including 22 days' holiday + your birthday off.
The Ideal Candidate:
* Candidate Profile: This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company.
* Excellent Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex technical information in a clear and concise manner.
* Problem-Solving Skills: Excellent customer service and problem-solving skills, with the ability to think critically and resolve complex technical issues.
* Time Management Skills: Good time management skills and attention to detail, with the ability to prioritize tasks and manage multiple projects simultaneously.