Technical Support Specialist

6 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom YourPrime Full time

Job Title: 1st Line Customer Support Analyst

Job Description:

About the Role:

We are seeking a highly skilled and experienced 1st Line Customer Support Analyst to join our team at YourPrime. As a key member of our support team, you will be responsible for providing technical support to our customers, resolving issues efficiently, and ensuring a high level of customer satisfaction.

Key Responsibilities:

  • Provide technical support to customers via phone, email, or chat
  • Conduct detailed troubleshooting and issue replication
  • Manage and resolve support tickets in line with SLA
  • Prepare and manage change requests and incident reports
  • Implement technical changes and manage deployments
  • Follow internal support processes and governance
  • Maintain internal WIKI, troubleshooting, and install guides
  • Escalate critical support issues as per customer contracts
  • Participate in on-call support rota (24/7 cover, overtime pay applicable)
  • Support SDMs & Account Manager with reporting and reactive customer support
  • Manage Major Incident Management (MIM) and P1/P2 out-of-hours (OOH) processes

Additional Responsibilities:

  • Support the Testing Team as needed
  • Maintain knowledge of PC, RF, handheld, infrastructure, and related technologies
  • Install and troubleshoot equipment on customer premises
  • Fulfill other responsibilities as required by our client, including management requests
  • Maintain proficiency with internal tools (Service Tonic, JIRA, Confluence)

Requirements:

  • Strong technical knowledge and problem-solving skills
  • Excellent communication and customer service skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Experience with IT support and customer service
  • Knowledge of software solutions and technical infrastructure

What We Offer:

  • Competitive salary and bonus structure
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

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