Technical Support Lead
2 weeks ago
Using a variety of troubleshooting techniques ensuring the customer receives a first-time fix / solution whilst also helping the customer to be empowered to be able to navigate, troubleshoot & install product themselves moving forward.
Respond to customer inquiries via phone, email, or chat in a professional and courteous manner.
Listen attentively to customer concerns, ask probing questions to understand the issue, and provide appropriate solutions or troubleshooting steps.
Develop a comprehensive understanding of the company's products, features, and functionalities.
Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers.
Challenge the status quo to do things better, continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.
Requirements
Required:Proven experience in a technical support role.
Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing hardware, software, and network issues.
Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
Customer-centric mindset with a passion for delivering exceptional service and support.
Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
Familiarity with help desk software, CRM systems, and remote support tools.
Stay updated on industry trends, best practices, and advancements in technology relevant to training and technical support.
Desired:High school diploma or equivalent: In Computer Science, Information Technology, or related field preferred.
A natural ability for learning about technical products and interlink / applications.
A hunger and excitement to work for a fast-growing business.
Experience in an engineering/technology led organisation.
A willingness to roll-up sleeves, be flexible, and take responsibility.
Personal qualities:A clear and effective communicator
Charismatic with a sense of fun
Desire to succeed and deliver exceptional output
People driven and results orientated
Confident with a strong self-belief and a positive attitude
Problem-solver who takes ownership and will chase down problems to resolution
Benefits
This is a full time role at 37.5hrs per week.
We are open from 9.00am to 5.30pm
We are offering circa £28,000 for this role.
Private Medical Health insurance is available.
RequirementsTechnical Customer Support
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