Technical Support Specialist
3 weeks ago
Join Our Team as a Tech Operations Specialist
Are you a problem-solving wizard with a passion for technology? Do you thrive in a dynamic environment where every day brings new challenges? We're seeking a Tech Operations Specialist to join our team and play a key role in managing technical queries, incidents, and problems across multiple products.
**Key Responsibilities**:
- Resolve Technical Queries: Manage product-related technical queries, incidents, and problems to resolution, ensuring client satisfaction.
- Bug Identification: Identify potential product bugs, enhancements, and feature requests, collaborating with Engineering and Product teams to establish priorities.
- Utilize JIRA: Register, track, and update entries using JIRA, ensuring smooth workflow management.
- Database Expertise: Diagnose and arrange database/SQL queries, solving technical product and data issues effectively.
- Sensitive Data Handling: Carefully handle sensitive data, adhering to relevant data privacy regulations and legislation.
- Collaborative Problem-Solving: Work with platform operations and product development teams to diagnose and resolve data issues.
- Analytical Skills: Analyze mail delivery and communication reports, identifying potential issues and providing timely resolutions.
- Technical Service Management: Ensure all activities are logged in our technical service management tools for comprehensive record-keeping.
- Browser Error Diagnosis: Use your expertise to diagnose browser errors for SaaS products, ensuring seamless user experiences.
**Education and Experience Requirements**:Essential**:
- Problem-Solving Skills: Strong ability in problem-solving and pattern recognition.
- Initiative: Demonstrate self-initiative in addressing tasks and challenges.
- Communication: Excellent phone manner and professional communication skills with clients.
- Team Player: Willingness to learn and collaborate with teams across different departments.
- Resilience: Ability to work effectively under pressure.
- Technical Proficiency: Excellent ICT skills, with proficiency in English & Maths GCSE.
**Desirable**:
- Technical Experience: Experience working in a complex technical environment.
- Qualifications: Technology-based qualification(s) preferred.
- Education Sector Experience: Experience working within the education sector is advantageous.
- SQL Knowledge: Understanding of basic SQL concepts.
- Excel Proficiency: Intermediate Excel ability, particularly in bulk data manipulation and searching.
- Data Privacy Awareness: Understanding of GDPR (2018) regulations is desirable.
**Why Join Us**:
- Dynamic Environment: Work in a dynamic and fast-paced environment where your skills are valued.
- Continuous Learning: Opportunity to learn and grow alongside talented teams.
- Supportive Culture: Be part of a supportive team environment that encourages collaboration and innovation.
- Competitive Benefits: Enjoy competitive benefits and perks to support your well-being and career development.
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