Technical Support Specialist

2 hours ago

Wrexham, Wrexham, United Kingdom Clockwork Organisation ltd Full time
Technical Support Specialist

Join Clockwork Organisation ltd as a Technical Support Specialist and take on a challenging role that requires strong analytical skills and a passion for IT/technology. As a key member of our team, you will be responsible for providing internal and external technical support, troubleshooting issues, and escalating complex problems to our product development team.

Key Responsibilities:
  • Manage a ticket system for all internal and external technical support requests, ensuring timely and informative responses.
  • Serve as the escalation point for client support queries, providing expert guidance and support.
  • Investigate and attempt to resolve incidents, documenting and escalating issues as necessary.
  • Take ownership of the internal support knowledge base and process documentation, promoting self-service options and reducing query volume.
  • Provide feedback on common technical support queries and user errors to internal teams for potential UX improvements.
  • Identify and link duplicate requests to avoid redundant efforts and highlight recurring issues with a common root cause.
  • Provide regular reports and analysis summaries on support operations, highlighting areas for improvement.
Requirements:
  • Passion for IT and/or technology.
  • Strong analytical mind and tenacious attitude to problem-solving and troubleshooting.
  • Process-driven approach to work.
  • Excellent customer service skills.
  • Practical experience with help desk software, such as Jira, Zendesk, or Freshservice, and CRM software, such as Salesforce Sales Cloud, is a plus.

We offer a competitive salary, additional benefits, and opportunities for progression and personal development. If you are a motivated and detail-oriented individual with a passion for IT, we encourage you to apply for this exciting opportunity.

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