Customer Support Technician

Job summary

As a Software Support Engineer, you will be responsible for providing technical assistance and support to our clients. You will troubleshoot and resolve issues, ensuring a high level of customer satisfaction. This role requires strong problem[1]solving skills, excellent communication abilities, and a deep understanding of our products and services.

Responsibilities

• Technical Support: Provide first-line support to clients.
• Diagnose and resolve technical issues promptly.
• Troubleshooting: Identify, analyse, and troubleshoot software and hardware problems. Escalate complex issues to higher-level support when necessary.
• Customer Service: Maintain a high level of customer satisfaction by delivering timely and effective solutions.
• Communicate clearly and empathetically with clients.
• Documentation: Create and maintain detailed documentation of support cases, solutions, and best practices. Contribute to the knowledge base.
• Collaboration: Work closely with other teams, including development and product management, to resolve issues and improve products.
• Training: Provide training and guidance to clients on the use of our products and services. Conduct webinars and create training materials as needed.
• Continuous Improvement: Stay updated with the latest industry trends and technologies. Suggest and implement improvements to support processes.

Skills and experience

• Valid UK driving licence
• Working in a service desk or support role
• Experience: 2+ years of experience in a technical support or similar role.
• Technical Skills: Proficiency in troubleshooting software and hardware issues.
• Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail.
• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.