IT Support Technician

3 weeks ago

Swindon, United Kingdom Best Selection Full time

IT Support Technician

Our engineering industry client is seeking an IT Support Technician. The company provides excellent career progression opportunities.

The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for assisting customers. The role involves providing technical assistance to customers, resolving issues promptly, and ensuring a positive customer experience.

Key Responsibilities:

* Provide technical support to customers via various channels, including face-to-face interactions, phone calls, and online communication platforms.

* Utilize CRM systems for case logging, tracking, and resolution.

* Conduct product training sessions for customers to enhance their understanding and proficiency in using our software.

* Perform software testing to identify bugs, glitches, and potential improvements before product release

* Troubleshoot hardware and software issues, diagnose problems, and implement effective solutions.

* Guide customers through the resolution process, ensuring clear communication and understanding.

* Document all customer interactions, technical issues, and resolutions accurately and comprehensively within the CRM system.

* Collaborate with other team members to escalate complex issues and ensure timely resolution.

* Maintain a high level of professionalism and customer service at all times.

* Keep up-to-date with product knowledge, technology trends, and best practices in customer support.

* Assist in creating and updating support documentation, manuals, and knowledge base articles.

Requirements:

* Proven experience in IT support or a related field.

* Strong technical aptitude with expertise in Windows operating systems.

* Experience using CRM systems for case logging and management.

* Excellent communication skills, both verbal and written.

* Ability to interact confidently and effectively with customers of all technical levels.

* Demonstrated patience, empathy, and professionalism when dealing with customers.

* Ability to troubleshoot and resolve technical issues independently.

* Experience in documenting technical processes and procedures.

* Flexibility to work in a dynamic and fast-paced environment

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