1946 Senior Technical Support Specialist jobs in Birmingham
UK Technical Support Specialist
Birmingham, West Midlands
Changan UK R&D Centre Limited
Posted today
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About Changan Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK. Overview of Role We are seeking an experienced Technical Support Specialist to support the setup of technical excellence for the UK. Extensive knowledge required of total vehicle systems including powertrain, electrical and diagnostics; fault finding techniques, problem solving aptitude ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels. Reporting to the Technical Service Manager, the role requires a hands-on approach as we scale the business from the ground up. As the Technical Support Specialist, you’ll have the unique opportunity to use your technical expertise and skills to shape the Changan business in the UK. Providing technical support to the UK network, either remotely or hands on, to end user customers via our UK authorised repairer network. Working with both petrol engine (ICE) and battery electric vehicles (BEV), responsibilities include providing technicians of authorised repairer mentoring, mechanical and electrical diagnostic support with final right first time fix (RFT) remediation. To provide in field support for any Changan product related matters including Warranty, Customer Services, Quality, Engineering investigation for current and new model launches, service clinics, service and recall campaigns and promotional events. Must be prepared to travel domestically, and at times on short notice. Attention to detail, ensuring high levels of performance in the interest of customer satisfaction. This will be aligned with and supported by the teams in UK and China and delivered to the same outstanding levels as the Changan product. Requirements Automotive technical qualification and/or relevant experience in the field IMI level 3 or 4 BEV / Hybrid vehicle certificate or equivalent qualification Must be fluent speaking English at a technical level Must hold a full, clean driving licence A customer centric approach to every aspect of aftersales operations Excellent communication skills at all levels Deliver on promises and commitments Able to work on own initiative, as an individual and as part of a team Evidenced experience of working with Dealers to provide excellent customer service Great communication and interpersonal skills, with the ability to work effectively with international, cross-functional teams Strong problem-solving skills, with a strategic mindset and the ability to adapt to changing market conditions Duties & Responsibilities In depth and broad familiarity with all types of Changan automotive products In depth technical knowledge of all vehicle systems for both ICE and BEV To build successful professional relationships with our authorised repairer network technicians and internally within the business To liaise with all necessary parties to research, investigate and administer the required levels of support Ability to be self-motivated and pro-active from start to finish on all projects Take actions to sustain and enhance levels of customer satisfaction Other Features A culturally enriching role with the opportunity to build something monumental A diverse, multinational team Start-up energy within secure corporate structures Competitive, rewarding compensation package, based on your qualifications and experience If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.
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0
Senior Technical Support Specialist
CV1 1 Coventry, West Midlands
£35000 Annually
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Posted 2 days ago
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Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their growing team. This role is crucial for providing advanced technical assistance and troubleshooting for a wide range of software and hardware issues. The ideal candidate will possess a strong technical aptitude, excellent problem-solving abilities, and a passion for delivering exceptional customer service. You will be working with a diverse client base, addressing complex technical challenges and ensuring prompt resolution to minimize downtime and maximize user satisfaction.
Responsibilities:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote access tools.
- Diagnose, troubleshoot, and resolve complex hardware, software, network, and system issues.
- Document all support interactions, resolutions, and technical knowledge in a clear and concise manner.
- Escalate unresolved issues to appropriate engineering or development teams, providing detailed information and context.
- Develop and maintain technical documentation, FAQs, and knowledge base articles to empower users and internal support staff.
- Train and mentor junior support team members, sharing expertise and best practices.
- Identify recurring technical issues and propose solutions or product improvements to prevent future occurrences.
- Proactively monitor system performance and identify potential problems before they impact users.
- Participate in user acceptance testing for new software releases and system upgrades.
- Contribute to the continuous improvement of support processes and customer service delivery.
- Stay up-to-date with the latest technologies and product updates relevant to our offerings.
- A minimum of 3-5 years of experience in a technical support or helpdesk role, preferably in a senior capacity.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux), common business applications, and hardware components.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with remote support tools and ticketing systems (e.g., Jira Service Management, Zendesk).
- Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Customer-centric mindset with a commitment to delivering outstanding service.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
- The ability to work effectively in a fully remote setting is essential for this role.
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1
Senior Technical Support Specialist
WV1 1AA Wolverhampton, West Midlands
£40000 Annually
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Posted 4 days ago
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Our client, a rapidly growing software solutions provider, is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their fully remote customer success team. This pivotal role involves providing expert-level technical assistance to clients, troubleshooting complex software issues, and ensuring a seamless user experience. You will be instrumental in maintaining high levels of customer satisfaction and acting as a key liaison between customers and the development teams. As a remote-first organization, we offer a flexible and supportive work environment, allowing you to excel from anywhere within the UK.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to clients via various channels, including phone, email, and chat, addressing complex software-related inquiries.
- Diagnose, troubleshoot, and resolve escalated technical issues efficiently and effectively, ensuring timely resolution.
- Document support cases, resolutions, and workarounds in the ticketing system, contributing to the knowledge base.
- Collaborate with engineering and product teams to identify root causes of recurring issues and advocate for product improvements.
- Assist in the development and maintenance of technical documentation, FAQs, and user guides.
- Guide customers through product setup, configuration, and best practices to ensure successful implementation.
- Monitor system performance and client environments for potential issues.
- Train and mentor junior support specialists, sharing knowledge and best practices.
- Participate in on-call rotations to provide 24/7 support coverage as needed.
- Contribute to customer success initiatives and identify opportunities to enhance the client experience.
- Proven experience as a Senior Technical Support Specialist or in a similar advanced support role.
- In-depth knowledge of troubleshooting complex software applications and systems.
- Familiarity with operating systems (Windows, macOS, Linux) and network fundamentals.
- Experience with database technologies (SQL) and API integrations is highly desirable.
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional communication, empathy, and customer service skills, with the ability to explain technical concepts clearly.
- Ability to manage multiple priorities and work effectively under pressure in a fast-paced, remote environment.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Relevant certifications in IT support or specific software technologies are a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
This advertiser has chosen not to accept applicants from your region.
2
Senior Technical Support Specialist
WV1 3RU Wolverhampton, West Midlands
£35000 Annually
WhatJobs
Posted 5 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Specialist to provide advanced troubleshooting and user support for their sophisticated software suite. This role is primarily remote, allowing for a flexible work-life balance while ensuring critical support is delivered to a global customer base. You will be the primary point of contact for complex technical issues, diagnosing and resolving problems related to software functionality, integrations, and performance. This involves in-depth analysis of user-reported issues, replication of scenarios, and collaboration with development teams to identify bugs and implement fixes. Key responsibilities include managing support tickets, documenting solutions, creating knowledge base articles, and providing training materials for end-users and junior support staff. You will also be responsible for monitoring system performance, identifying potential issues proactively, and contributing to the continuous improvement of our support processes and tools. The ideal candidate will possess exceptional analytical and problem-solving skills, a comprehensive understanding of software support methodologies, and a strong aptitude for learning new technologies quickly. Excellent communication skills are essential, as you will be interacting with clients from various technical backgrounds and internal teams. A proactive approach to customer service and a commitment to delivering timely and effective solutions are paramount. This is a fantastic opportunity for a seasoned support professional looking to advance their career in a dynamic, remote-first environment. You will play a vital role in ensuring customer satisfaction and the successful adoption of our products.
Responsibilities:
Responsibilities:
- Provide advanced remote technical support for complex software issues.
- Diagnose, troubleshoot, and resolve software bugs and performance problems.
- Manage and prioritize incoming support tickets and escalations.
- Collaborate with engineering teams to report and track bug fixes.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Create user guides and training materials for software applications.
- Monitor system health and proactively identify potential issues.
- Communicate technical information clearly to both technical and non-technical audiences.
- Contribute to the continuous improvement of support processes and tools.
- Mentor and guide junior members of the support team.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 4 years of experience in technical support, preferably with SaaS products.
- Strong understanding of operating systems (Windows, macOS, Linux).
- Proficiency in SQL and database concepts.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
- Excellent analytical, problem-solving, and diagnostic skills.
- Superb written and verbal communication skills.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused attitude with a strong sense of ownership.
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3
Senior Technical Support Specialist
CV1 1AA Coventry, West Midlands
£38000 Annually
WhatJobs
Posted 9 days ago
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Job Description
Our client is seeking a dedicated and highly competent Senior Technical Support Specialist to join their customer-centric team. This role is essential for providing advanced technical assistance and resolving complex issues for our diverse client base. You will act as a point of escalation for challenging technical problems, leveraging your in-depth knowledge of our products and services to deliver swift and effective solutions. The ideal candidate will possess exceptional problem-solving skills, strong communication abilities, and a genuine passion for helping customers succeed. You will be responsible for diagnosing hardware and software issues, guiding users through troubleshooting steps, and escalating unresolved problems to higher technical tiers when necessary. This position also involves contributing to the knowledge base, documenting solutions, and potentially training junior support staff. You will play a vital role in maintaining customer satisfaction and loyalty by ensuring timely and accurate resolution of their technical queries. The ability to work effectively under pressure and manage multiple support requests simultaneously is crucial.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for clients via phone, email, and ticketing systems.
- Diagnose and resolve complex hardware, software, and network issues.
- Escalate critical or unresolved issues to appropriate engineering or development teams with detailed information.
- Document all support interactions, solutions, and resolutions in the CRM/ticketing system.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in the training and mentoring of junior technical support staff.
- Identify recurring technical issues and provide feedback to product development for improvement.
- Proactively monitor system performance and client environments for potential issues.
- Collaborate with sales and account management teams to ensure client satisfaction.
- Stay up-to-date with product updates, new features, and industry best practices.
- Participate in on-call rotations as required.
- Proven experience in a technical support or helpdesk role, with at least 2-3 years in a senior capacity.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with remote desktop tools and support ticketing systems.
- Excellent analytical and problem-solving skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
- Customer-focused attitude with a passion for providing excellent service.
- Ability to work independently and as part of a team in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
This advertiser has chosen not to accept applicants from your region.
4
Remote Technical Support Specialist
WV1 Wolverhampton, West Midlands
£25000 Annually
WhatJobs
Posted 10 days ago
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Job Description
Are you a tech-savvy individual with a passion for helping others? Our client is seeking a dedicated and skilled Remote Technical Support Specialist to provide exceptional assistance to their customer base. This fully remote role, based out of **Wolverhampton, West Midlands, UK**, offers a fantastic opportunity to join a growing company and contribute to a positive customer experience from the comfort of your own home.
As a Remote Technical Support Specialist, you will be the first point of contact for customers experiencing technical difficulties with our client's products or services. Your primary responsibilities will include diagnosing and resolving a wide range of technical issues via phone, email, and chat support. You will troubleshoot software and hardware problems, guide users through step-by-step solutions, and escalate complex issues to senior technical staff when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system is also a key part of this role. You will play a crucial role in ensuring customer satisfaction by providing timely, accurate, and friendly technical support.
The ideal candidate will possess a strong understanding of common operating systems (Windows, macOS), networking concepts, and troubleshooting methodologies. Previous experience in a technical support or customer service role is highly desirable. Excellent communication and interpersonal skills are essential, as you will be explaining technical concepts to non-technical users. You must be patient, empathetic, and have a genuine desire to solve problems. The ability to work independently, manage your time effectively, and maintain a high level of productivity in a remote work environment is critical. Familiarity with IT support ticketing systems and remote access tools is a plus. Our client is looking for individuals who are eager to learn, adaptable, and committed to providing outstanding customer service. This is an excellent opportunity to develop your career in technical support with a company that values its employees and offers opportunities for growth and development. Our client fosters a supportive remote team culture and provides the necessary tools and training for success.
As a Remote Technical Support Specialist, you will be the first point of contact for customers experiencing technical difficulties with our client's products or services. Your primary responsibilities will include diagnosing and resolving a wide range of technical issues via phone, email, and chat support. You will troubleshoot software and hardware problems, guide users through step-by-step solutions, and escalate complex issues to senior technical staff when necessary. Maintaining detailed records of customer interactions, issues, and resolutions in the CRM system is also a key part of this role. You will play a crucial role in ensuring customer satisfaction by providing timely, accurate, and friendly technical support.
The ideal candidate will possess a strong understanding of common operating systems (Windows, macOS), networking concepts, and troubleshooting methodologies. Previous experience in a technical support or customer service role is highly desirable. Excellent communication and interpersonal skills are essential, as you will be explaining technical concepts to non-technical users. You must be patient, empathetic, and have a genuine desire to solve problems. The ability to work independently, manage your time effectively, and maintain a high level of productivity in a remote work environment is critical. Familiarity with IT support ticketing systems and remote access tools is a plus. Our client is looking for individuals who are eager to learn, adaptable, and committed to providing outstanding customer service. This is an excellent opportunity to develop your career in technical support with a company that values its employees and offers opportunities for growth and development. Our client fosters a supportive remote team culture and provides the necessary tools and training for success.
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5
Senior Technical Support Specialist
B1 1JR Birmingham, West Midlands
£40000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a highly skilled Senior Technical Support Specialist to join their fully remote, customer-centric team. This role is vital for providing advanced technical assistance and ensuring a seamless customer experience. You will be responsible for troubleshooting complex issues, escalating unresolved problems, and contributing to the development of knowledge base resources. As a remote-first position, this opportunity demands exceptional problem-solving skills, clear communication, and the ability to work independently while collaborating effectively with a distributed support network.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, resolving complex hardware, software, and network issues.
- Diagnose and troubleshoot product defects, identifying root causes and escalating to engineering teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles to empower customers and support agents.
- Train and mentor junior support staff, sharing expertise and best practices.
- Contribute to the continuous improvement of support processes and customer service standards.
- Proactively identify trends in customer issues and provide feedback to product development teams for product enhancement.
- Manage customer expectations effectively, ensuring timely and satisfactory resolution of their technical challenges.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Stay up-to-date with product updates, new features, and industry best practices in technical support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Proven expertise in troubleshooting complex technical issues across various operating systems (Windows, macOS, Linux) and network protocols.
- Strong understanding of hardware, software, and cloud-based applications.
- Excellent communication, interpersonal, and customer service skills.
- Demonstrated ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
- Ability to explain technical concepts clearly to non-technical users.
- A proactive and problem-solving attitude with a commitment to customer satisfaction.
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6
Senior Technical Support Specialist
B1 1BB Birmingham, West Midlands
£35000 Annually
WhatJobs
Posted 11 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Specialist to join their bustling IT department located in Birmingham, West Midlands . This is a permanent, office-based role requiring a hands-on approach to resolving complex technical issues for a wide range of users. You will be the primary point of escalation for challenging hardware, software, and network problems, requiring deep diagnostic skills and a calm demeanor under pressure. The role involves troubleshooting and resolving desktop and laptop issues, managing user accounts and permissions, maintaining IT infrastructure, and supporting various business applications. You will also be responsible for documenting solutions, creating knowledge base articles, and contributing to the continuous improvement of our IT support processes. A key aspect of this role is mentoring junior support staff and sharing your extensive knowledge to enhance the team's overall capabilities. You will liaise with third-party vendors for hardware and software support, ensuring timely resolution of issues. Proactive monitoring of systems to prevent potential problems and implementing necessary patches and updates are also crucial duties. The ideal candidate will have a passion for technology, excellent communication skills, and a proven ability to explain technical concepts to non-technical users. A strong understanding of network protocols, operating systems (Windows, macOS), and common business software suites is essential. Experience with ITIL frameworks and ticketing systems is highly desirable. Responsibilities include:
- Providing advanced technical support for hardware, software, and network issues.
- Diagnosing and resolving complex user problems as the first point of escalation.
- Managing user accounts, permissions, and access controls within Active Directory.
- Installing, configuring, and maintaining desktops, laptops, and peripherals.
- Supporting business applications, including ERP, CRM, and productivity suites.
- Creating and maintaining technical documentation and knowledge base articles.
- Mentoring and guiding junior members of the IT support team.
- Liaising with vendors to resolve third-party product issues.
- Participating in IT projects and system upgrades.
- Ensuring system security and adherence to company IT policies.
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7
Customer Service & Technical Support Specialist
B3 3BB Birmingham, West Midlands
£25000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a highly skilled and customer-focused Customer Service & Technical Support Specialist to join their team in **Birmingham, West Midlands, UK**. This role offers a fully remote working arrangement, allowing you to provide exceptional support from anywhere. You will be the first point of contact for customers, assisting them with product inquiries, troubleshooting technical issues, and ensuring a positive overall experience. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for problem-solving.
Key Responsibilities:
Required Qualifications:
This is a fantastic opportunity for a motivated individual to join a supportive team and grow their career in technical customer support, with the added benefit of remote flexibility.
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues for customers.
- Guide customers through product setup, installation, and usage.
- Accurately document customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to higher-level support teams when necessary.
- Identify recurring technical problems and provide feedback to the product development team.
- Maintain up-to-date knowledge of company products and services.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Achieve and exceed customer satisfaction targets.
- Build strong relationships with customers by providing timely and effective support.
Required Qualifications:
- Proven experience in a customer service and/or technical support role.
- Strong understanding of common operating systems (Windows, macOS) and networking concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A patient, empathetic, and customer-centric attitude.
- Experience with (mention a specific relevant technology, e.g., cloud platforms, SaaS applications) is a plus.
This is a fantastic opportunity for a motivated individual to join a supportive team and grow their career in technical customer support, with the added benefit of remote flexibility.
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8
Remote Senior Technical Support Specialist
CV1 1AA Coventry, West Midlands
£40000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly proficient and customer-centric Remote Senior Technical Support Specialist to join their dedicated support team. This is a fantastic opportunity to work fully remotely, providing expert technical assistance to a global user base. You will be responsible for troubleshooting complex hardware, software, and network issues, ensuring timely and effective resolution. The ideal candidate will possess exceptional diagnostic skills, a deep understanding of IT systems, and a passion for delivering outstanding customer service. You will act as a point of escalation for challenging technical problems, contributing to the continuous improvement of support processes and knowledge base.
Key responsibilities include responding to and resolving advanced technical support requests via phone, email, and chat channels. You will diagnose and troubleshoot complex issues related to operating systems, applications, networking protocols, and proprietary software. This role involves meticulously documenting all support interactions, solutions, and resolutions in the ticketing system. You will collaborate with engineering and development teams to identify product bugs, suggest improvements, and implement workarounds. Proactively identifying potential issues and developing preventative solutions is also a key function. Providing clear, concise, and patient technical guidance to end-users of varying technical abilities is essential. You will contribute to building and maintaining comprehensive technical documentation, FAQs, and knowledge base articles. Participating in on-call rotations and contributing to after-hours support as needed may be required. The successful candidate will demonstrate strong analytical and problem-solving skills, excellent communication abilities, and the capacity to manage multiple priorities in a fast-paced, remote environment. Experience with remote support tools and a solid understanding of ITIL best practices are highly valued.
Key responsibilities include responding to and resolving advanced technical support requests via phone, email, and chat channels. You will diagnose and troubleshoot complex issues related to operating systems, applications, networking protocols, and proprietary software. This role involves meticulously documenting all support interactions, solutions, and resolutions in the ticketing system. You will collaborate with engineering and development teams to identify product bugs, suggest improvements, and implement workarounds. Proactively identifying potential issues and developing preventative solutions is also a key function. Providing clear, concise, and patient technical guidance to end-users of varying technical abilities is essential. You will contribute to building and maintaining comprehensive technical documentation, FAQs, and knowledge base articles. Participating in on-call rotations and contributing to after-hours support as needed may be required. The successful candidate will demonstrate strong analytical and problem-solving skills, excellent communication abilities, and the capacity to manage multiple priorities in a fast-paced, remote environment. Experience with remote support tools and a solid understanding of ITIL best practices are highly valued.
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