What Jobs are available for Technical Support Specialist in Birmingham?
Showing 314 Technical Support Specialist jobs in Birmingham
Technical Support Specialist
B1 1 Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is looking for a highly motivated Technical Support Specialist to join their customer service team. This role, based in Birmingham, West Midlands, UK , offers a hybrid working model, allowing for a combination of office-based and remote work.
As a Technical Support Specialist, you will be the primary point of contact for customers experiencing technical issues with our client's software products. Your responsibilities will include troubleshooting complex technical problems, providing timely and effective solutions, documenting support cases, and escalating issues when necessary. You will work closely with the development and product teams to identify root causes and implement improvements, ensuring a high level of customer satisfaction.
We are seeking individuals with a strong technical aptitude and excellent customer service skills. A background in IT support, helpdesk operations, or a similar technical role is required. Proficiency in supporting software applications, operating systems (Windows, macOS), and common IT infrastructure is essential. Familiarity with CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud) is a significant advantage. Excellent problem-solving abilities, attention to detail, and the capacity to explain technical concepts clearly to non-technical users are vital.
The ideal candidate will be a patient, empathetic, and proactive communicator. You should be able to manage your workload effectively, prioritise tasks, and work efficiently both independently and as part of a collaborative team. A genuine desire to help customers and a commitment to delivering exceptional support are key. Experience in scripting or basic programming for troubleshooting purposes would be a bonus.
This is an excellent opportunity to join a growing company in Birmingham, West Midlands, UK , and contribute to maintaining high standards of customer support. The hybrid working model offers flexibility, and the role provides ample opportunities for professional development within the tech support field.
As a Technical Support Specialist, you will be the primary point of contact for customers experiencing technical issues with our client's software products. Your responsibilities will include troubleshooting complex technical problems, providing timely and effective solutions, documenting support cases, and escalating issues when necessary. You will work closely with the development and product teams to identify root causes and implement improvements, ensuring a high level of customer satisfaction.
We are seeking individuals with a strong technical aptitude and excellent customer service skills. A background in IT support, helpdesk operations, or a similar technical role is required. Proficiency in supporting software applications, operating systems (Windows, macOS), and common IT infrastructure is essential. Familiarity with CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud) is a significant advantage. Excellent problem-solving abilities, attention to detail, and the capacity to explain technical concepts clearly to non-technical users are vital.
The ideal candidate will be a patient, empathetic, and proactive communicator. You should be able to manage your workload effectively, prioritise tasks, and work efficiently both independently and as part of a collaborative team. A genuine desire to help customers and a commitment to delivering exceptional support are key. Experience in scripting or basic programming for troubleshooting purposes would be a bonus.
This is an excellent opportunity to join a growing company in Birmingham, West Midlands, UK , and contribute to maintaining high standards of customer support. The hybrid working model offers flexibility, and the role provides ample opportunities for professional development within the tech support field.
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0
Senior Customer Service & Technical Support Specialist (Remote)
B1 1 Birmingham, West Midlands
£30000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading SaaS provider, is actively seeking a highly skilled and empathetic Senior Customer Service & Technical Support Specialist to join their remote-first team. This role is crucial in ensuring our clients receive exceptional technical assistance and a seamless user experience with our innovative software solutions. You will be responsible for troubleshooting complex technical issues, providing in-depth product guidance, and resolving customer inquiries with speed and accuracy. The ideal candidate will possess a strong technical aptitude, outstanding communication skills, and a proven ability to manage challenging customer interactions effectively.
Key Responsibilities:
Required Skills and Experience:
This remote role offers the flexibility to work from home while playing a vital part in ensuring our clients' success and satisfaction with our cutting-edge technology.
Key Responsibilities:
- Provide advanced technical support and troubleshooting for clients via phone, email, and chat, resolving complex software issues.
- Investigate, diagnose, and resolve software bugs and performance issues, escalating to development teams when necessary.
- Educate customers on product features, best practices, and solutions to their specific needs.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Analyze customer feedback and usage patterns to identify areas for product improvement.
- Manage and prioritize a high volume of support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- Train and mentor junior support staff, sharing expertise and best practices.
- Collaborate with product management and engineering teams to provide customer insights and advocate for feature enhancements.
- Proactively identify potential customer issues and develop strategies to mitigate them.
- Ensure a high level of customer satisfaction through empathetic and professional interactions.
- Participate in on-call rotations as required.
Required Skills and Experience:
- Minimum of 5 years of experience in technical support or customer service roles, with a strong focus on software products.
- Proven ability to troubleshoot and resolve complex technical issues with SaaS applications.
- Excellent understanding of software functionalities and common technical problems.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong analytical and problem-solving skills, with a meticulous attention to detail.
- Proficiency in using helpdesk software and ticketing systems (e.g., Zendesk, Intercom).
- Experience with CRM systems is a plus.
- Ability to work independently and manage time effectively in a remote environment.
- A patient, customer-centric attitude and a passion for helping others.
- Experience in training or mentoring junior team members is highly desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
This remote role offers the flexibility to work from home while playing a vital part in ensuring our clients' success and satisfaction with our cutting-edge technology.
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1
Senior Technical Support Specialist
B1 1AA Birmingham, West Midlands
£35000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking a highly knowledgeable and dedicated Senior Technical Support Specialist to join their customer service team. This role is integral to providing exceptional technical assistance to their clientele, resolving complex issues, and ensuring customer satisfaction. As a remote-first position, you will leverage your expertise to diagnose and troubleshoot software and hardware problems, guide users through solutions, and contribute to a positive customer experience. You will be a key point of contact for challenging technical inquiries, requiring a deep understanding of the client's products and services.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively.
- Guide customers through step-by-step solutions and product functionalities.
- Escalate unresolved issues to appropriate internal teams (e.g., development, product management) with detailed documentation.
- Document all customer interactions, resolutions, and feedback in the support system.
- Create and maintain technical support knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Train and mentor junior support staff on technical aspects and customer service best practices.
- Contribute to the continuous improvement of support processes and tools.
- Proactively identify potential customer issues and provide preventative guidance.
- Stay up-to-date with product updates, new features, and industry best practices.
- Maintain a high level of customer satisfaction through professional and empathetic interactions.
- Participate in team meetings and contribute to a collaborative support environment.
Qualifications:
- Proven experience (3+ years) as a Technical Support Specialist, Helpdesk Technician, or in a similar role, with a focus on advanced troubleshooting.
- In-depth knowledge of operating systems (Windows, macOS), common software applications, and hardware troubleshooting.
- Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused attitude with a commitment to providing exceptional service.
- Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.
- Experience in a SaaS environment is highly desirable.
- Bachelor's degree in Information Technology, Computer Science, or a related field is beneficial.
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2
Senior Technical Support Specialist
B2 4DU Birmingham, West Midlands
£35000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading SaaS provider with a global customer base, is actively seeking a highly skilled and empathetic Senior Technical Support Specialist to join their fully remote support team. In this critical role, you will be the primary point of contact for customers experiencing complex technical issues with our cutting-edge software solutions. Your mission will be to provide exceptional support, diagnose intricate problems, and guide users towards effective resolutions, ensuring their continued success and satisfaction with our products. This position requires a deep technical aptitude, excellent communication skills, and a passion for problem-solving in a dynamic, fast-paced environment. You will be instrumental in maintaining high customer satisfaction ratings and contributing to the continuous improvement of our support processes. Responsibilities include:
Qualifications:
- Providing advanced technical support to customers via multiple channels, including phone, email, chat, and remote screen sharing.
- Diagnosing, troubleshooting, and resolving complex software issues, bugs, and performance problems.
- Guiding customers through advanced product functionalities, configurations, and best practices.
- Documenting all customer interactions, issues, and resolutions accurately in the ticketing system.
- Identifying recurring issues and collaborating with product development and engineering teams to provide feedback for product improvements.
- Creating and maintaining technical documentation, knowledge base articles, and user guides.
- Assisting in the onboarding and training of new support team members.
- Managing and prioritising support tickets effectively, ensuring timely resolution of critical issues.
- Proactively identifying potential customer pain points and proposing solutions.
- Contributing to the continuous improvement of support processes, tools, and methodologies.
- Acting as a subject matter expert on specific product modules or technical areas.
- Escalating unresolved issues to senior management or relevant technical teams with comprehensive details.
- Maintaining a high level of customer satisfaction through professional and efficient service.
Qualifications:
- A Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support, customer service, or a similar client-facing IT role.
- Proven ability to troubleshoot and resolve complex software issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common application architectures.
- Experience with SaaS products and cloud-based environments is essential.
- Excellent communication, interpersonal, and active listening skills.
- Ability to explain technical concepts clearly to both technical and non-technical users.
- Proficiency in using CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical and problem-solving skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with scripting languages (e.g., Python, PowerShell) is a plus.
- A proactive and customer-centric attitude.
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3
Senior Technical Support Specialist (SaaS)
B1 1BB Birmingham, West Midlands
£35000 Annually
WhatJobs Direct
Posted 5 days ago
Job Viewed
Job Description
Our client, a fast-growing Software-as-a-Service (SaaS) provider, is seeking an experienced Senior Technical Support Specialist to join their customer-centric team in **Birmingham, West Midlands, UK**. This role operates on a hybrid model, combining essential in-office collaboration with the flexibility of remote work. You will be the frontline expert, diagnosing and resolving complex technical issues for a diverse B2B client base, ensuring exceptional customer satisfaction and system uptime. Your role is critical in maintaining the integrity and usability of our client's innovative software solutions, acting as a key liaison between customers and the development teams.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for our client's SaaS platform via phone, email, and ticketing systems.
- Diagnose, document, and resolve complex software and system issues reported by customers, often involving intricate configurations or integrations.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Development) with detailed diagnostic information.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
- Assist in the onboarding and training of new support team members, sharing best practices and technical expertise.
- Monitor system performance and proactively identify potential issues or areas for improvement.
- Gather customer feedback and technical insights to inform product development and service enhancements.
- Ensure timely and effective communication with customers throughout the issue resolution process, managing expectations effectively.
- Collaborate with QA and development teams to identify bugs, reproduce issues, and test fixes.
- Contribute to the continuous improvement of support processes and tools.
- Proven experience in a technical support role, preferably within a SaaS environment.
- Strong understanding of software troubleshooting methodologies and common technical issues (e.g., network connectivity, API integrations, database errors).
- Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills, with a meticulous attention to detail.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work effectively both independently and as part of a hybrid team.
- Experience with scripting languages (e.g., SQL, Python) is a plus.
- Relevant certifications (e.g., CompTIA A+, ITIL) are advantageous.
- A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
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4
Remote Senior Technical Support Specialist
B1 1TT Birmingham, West Midlands
£40000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their expanding, fully remote support team. This role is pivotal in providing advanced technical assistance and resolution to a global customer base, ensuring exceptional service and satisfaction. You will be the primary point of contact for complex technical issues, requiring in-depth troubleshooting across our client's software and hardware product suite. This position demands a proactive approach to problem-solving, excellent communication skills, and the ability to diagnose and resolve intricate technical challenges efficiently.
As a Senior Specialist, you will also be responsible for mentoring junior support engineers, contributing to the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides, and identifying recurring issues to provide feedback to product development teams for system improvements. The ideal candidate will possess a deep understanding of networking protocols, operating systems (Windows, macOS, Linux), database management, and cloud computing concepts. Proven experience in a similar senior technical support role, coupled with a passion for technology and helping others, is essential. This role offers the flexibility of working from home full-time, with opportunities for professional growth and development within a rapidly evolving tech company.
Responsibilities:
As a Senior Specialist, you will also be responsible for mentoring junior support engineers, contributing to the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides, and identifying recurring issues to provide feedback to product development teams for system improvements. The ideal candidate will possess a deep understanding of networking protocols, operating systems (Windows, macOS, Linux), database management, and cloud computing concepts. Proven experience in a similar senior technical support role, coupled with a passion for technology and helping others, is essential. This role offers the flexibility of working from home full-time, with opportunities for professional growth and development within a rapidly evolving tech company.
Responsibilities:
- Provide high-level technical support and troubleshooting for complex customer issues via phone, email, and chat.
- Diagnose and resolve software, hardware, and network-related problems for end-users.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Management) with detailed documentation.
- Develop and maintain comprehensive technical documentation, including knowledge base articles and user guides.
- Mentor and guide junior technical support staff, sharing expertise and best practices.
- Identify trends in customer issues and provide actionable feedback to product and development teams.
- Participate in on-call rotations to provide 24/7 support coverage as needed.
- Contribute to the continuous improvement of support processes and customer service standards.
- Stay up-to-date with product updates, new features, and industry trends.
- Ensure a high level of customer satisfaction through timely and effective issue resolution.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking (TCP/IP, DNS, DHCP), and common software applications.
- Experience with cloud platforms (AWS, Azure, GCP) and database systems (SQL) is highly preferred.
- Excellent analytical and problem-solving skills.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
- Customer-centric approach with a strong commitment to service excellence.
- Ability to work independently and manage time effectively in a remote environment.
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5
Senior Technical Support Specialist (Remote)
B1 1BB Birmingham, West Midlands
£40000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly experienced Senior Technical Support Specialist to join their fully remote global support team. This role is essential for providing advanced technical assistance and resolving complex issues for our diverse customer base. You will be responsible for troubleshooting hardware, software, and network problems, escalating issues when necessary, and contributing to the knowledge base to improve support efficiency. The ideal candidate will have a deep understanding of IT systems, excellent diagnostic skills, and a proven ability to communicate technical information clearly and concisely to users of varying technical expertise. Key responsibilities include managing support tickets, performing root cause analysis, identifying trends in customer issues, and collaborating with engineering teams to provide feedback for product improvement. You will also play a role in training and mentoring junior support staff, ensuring consistent quality of service. Experience with CRM systems, remote support tools, and a broad range of operating systems and applications is crucial. This is a remote-first position, offering the flexibility to work from home while providing critical support to our customers worldwide. If you are a dedicated problem-solver with a passion for technology and customer service, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues.
- Manage and prioritize support tickets, ensuring timely resolution and customer satisfaction.
- Perform root cause analysis for recurring technical problems.
- Document technical solutions and contribute to the development of the knowledge base.
- Escalate critical issues to appropriate internal teams and follow up to ensure resolution.
- Identify trends in customer support issues and provide feedback to product development teams.
- Train and mentor junior technical support staff.
- Maintain a high level of customer service and professionalism in all interactions.
- Stay current with product updates, new features, and industry best practices.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in technical support or a similar customer-facing IT role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proficiency with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage time effectively in a remote environment.
- Experience with scripting or basic programming is a plus.
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6
Senior Technical Support Specialist (Remote)
B1 1AA Birmingham, West Midlands
£30000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a fast-growing software solutions provider, is actively seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their entirely remote support team. This is a fantastic opportunity to leverage your expertise in troubleshooting and problem-solving to assist a diverse user base, contributing to customer satisfaction and product success from the comfort of your home office, anywhere within the UK.
As a Senior Technical Support Specialist, you will be responsible for providing advanced technical assistance to end-users and internal teams, addressing complex software and hardware issues. You will act as a point of escalation for challenging support tickets, thoroughly investigating problems, identifying root causes, and implementing effective solutions. Your role will involve detailed documentation of issues and resolutions, contributing to our knowledge base and helping to train junior support staff. Excellent communication skills are paramount, as you will be interacting with customers via phone, email, and chat, ensuring a positive and efficient support experience. Proactive problem-solving and a commitment to delivering exceptional service are key to success in this role.
Key responsibilities will include:
The ideal candidate will possess a strong background in technical support, with at least 3-5 years of experience dealing with complex issues. A deep understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications is essential. Experience with CRM systems and remote support tools is highly desirable. You should have excellent analytical and problem-solving skills, with the ability to think logically and methodically under pressure. Outstanding communication, interpersonal, and customer service skills are a must. This fully remote position offers the flexibility to work from any location within the UK, providing a great work-life balance while making a significant contribution to the success of our client's cutting-edge products. Join a supportive, remote-first environment and excel in providing top-tier technical assistance.
As a Senior Technical Support Specialist, you will be responsible for providing advanced technical assistance to end-users and internal teams, addressing complex software and hardware issues. You will act as a point of escalation for challenging support tickets, thoroughly investigating problems, identifying root causes, and implementing effective solutions. Your role will involve detailed documentation of issues and resolutions, contributing to our knowledge base and helping to train junior support staff. Excellent communication skills are paramount, as you will be interacting with customers via phone, email, and chat, ensuring a positive and efficient support experience. Proactive problem-solving and a commitment to delivering exceptional service are key to success in this role.
Key responsibilities will include:
- Providing Tier 2 and Tier 3 technical support for software and hardware issues.
- Troubleshooting complex technical problems, performing root cause analysis, and implementing timely resolutions.
- Responding to customer inquiries via multiple channels (phone, email, chat) in a professional and courteous manner.
- Documenting all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalating unresolved issues to appropriate internal teams (e.g., development, engineering).
- Contributing to the development and maintenance of support documentation and knowledge base articles.
- Identifying trends in support requests and providing feedback to product and development teams for product improvement.
- Mentoring and assisting junior members of the technical support team.
- Ensuring customer satisfaction through efficient and effective problem resolution.
- Participating in ongoing training to stay current with product updates and new technologies.
The ideal candidate will possess a strong background in technical support, with at least 3-5 years of experience dealing with complex issues. A deep understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications is essential. Experience with CRM systems and remote support tools is highly desirable. You should have excellent analytical and problem-solving skills, with the ability to think logically and methodically under pressure. Outstanding communication, interpersonal, and customer service skills are a must. This fully remote position offers the flexibility to work from any location within the UK, providing a great work-life balance while making a significant contribution to the success of our client's cutting-edge products. Join a supportive, remote-first environment and excel in providing top-tier technical assistance.
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7
Senior Technical Support Specialist - SaaS Platforms
B3 3LX Birmingham, West Midlands
£35000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding software company renowned for its innovative SaaS solutions, is seeking a highly skilled Senior Technical Support Specialist to join their dedicated customer success team based in **Birmingham, West Midlands, UK**. This role operates on a hybrid model, offering a balance between collaborative in-office work and remote flexibility. The successful candidate will be instrumental in providing advanced technical support to a diverse client base, troubleshooting complex issues, and ensuring client satisfaction with our cutting-edge platforms. You will act as a point of escalation for challenging technical problems, requiring a deep understanding of software applications, databases, and network infrastructure. Responsibilities include diagnosing and resolving software defects, guiding users through intricate configurations, and providing clear, concise technical documentation and solutions. You will work closely with the development and product management teams to identify product improvements and contribute to the knowledge base. A key aspect of this role involves proactive client engagement, including conducting training sessions, onboarding new users, and advising on best practices to maximize the value clients derive from our services. Excellent communication and interpersonal skills are essential for translating complex technical information into easily understandable terms for non-technical users. You must possess strong analytical and problem-solving abilities, with a systematic approach to troubleshooting. Experience with CRM systems, ticketing platforms, and remote support tools is mandatory. The ideal candidate will have a proven track record in technical support, ideally within a SaaS environment, and possess a passion for customer service and technology. This is an exciting opportunity for a motivated individual to grow their career within a supportive and innovative company.
Responsibilities:
Responsibilities:
- Provide advanced technical support for SaaS platforms via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex software and system issues.
- Escalate unresolved issues to engineering teams with detailed diagnostic information.
- Develop and maintain technical documentation, FAQs, and knowledge base articles.
- Onboard new clients and provide comprehensive training on platform usage.
- Conduct root cause analysis for recurring technical problems.
- Collaborate with development teams on bug fixes and feature enhancements.
- Manage client expectations and ensure timely resolution of support tickets.
- Identify opportunities for upselling or cross-selling based on client needs.
- Contribute to the continuous improvement of support processes and tools.
- Minimum of 4 years of experience in technical support, preferably with SaaS products.
- Strong understanding of software applications, databases, and web technologies.
- Proven experience with troubleshooting complex technical issues.
- Excellent problem-solving and analytical skills.
- Proficiency in using support ticketing systems and remote access tools.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience in customer training and onboarding.
- Ability to manage multiple priorities and work effectively under pressure.
- Relevant IT certifications or degree in a related field are a plus.
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8
Remote Technical Support Specialist (Tier 2)
B3 1AH Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Remote Technical Support Specialist to provide Tier 2 support for their diverse range of software products. This is a fully remote role, allowing you to work from anywhere in the UK. You will be the primary point of contact for escalated customer issues, diagnosing and resolving complex technical problems across multiple platforms. Your goal will be to ensure exceptional customer satisfaction by delivering timely, accurate, and effective technical assistance. This role requires strong analytical skills, excellent communication abilities, and a passion for problem-solving in a fast-paced environment.
Key Responsibilities:
Key Responsibilities:
- Respond to and resolve escalated technical support requests from customers via phone, email, and chat.
- Diagnose and troubleshoot complex software and hardware issues, identifying root causes and implementing permanent solutions.
- Provide clear and concise guidance to customers on product usage and technical procedures.
- Collaborate with Tier 1 support and development teams to resolve customer issues efficiently.
- Document all support interactions, including troubleshooting steps, resolutions, and customer feedback, in the ticketing system.
- Create and update knowledge base articles and support documentation to assist both customers and internal teams.
- Identify recurring issues and patterns, reporting them to the development team for product improvements.
- Maintain a high level of customer satisfaction through professional and empathetic support.
- Stay updated on product updates, new features, and common troubleshooting techniques.
- Participate in team meetings and training sessions to enhance technical expertise and support skills.
- Proven experience in a Tier 2 technical support role, preferably within a software environment.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and common business software.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP) is essential.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
- Strong analytical and problem-solving skills with the ability to think critically under pressure.
- Excellent verbal and written communication skills, with the ability to explain technical issues clearly.
- Demonstrated ability to manage multiple support tickets simultaneously and prioritize effectively.
- A patient and customer-focused attitude.
- Ability to work independently and as part of a remote team.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
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9