Technical Support Specialist

2 weeks ago

Ramsgate, United Kingdom Trapeze Recruitment Services Ltd Full time
Position Overview

Your primary responsibilities will involve managing escalated service requests from Remote Support Engineers.

Utilizing your advanced technical expertise, you will deliver exceptional customer service by diagnosing and resolving issues while ensuring a robust technology and security standard across clients' systems.

This role may require occasional visits to client locations for issues that cannot be addressed remotely. Hands-on work to resolve hardware-related problems will also be part of your duties.

This position operates under high pressure and demands meticulous attention to detail, strong technical acumen, and excellent customer service abilities.

Working Hours

This role follows a standard Monday to Friday schedule from 9 AM to 5 PM.

Additional hours may be required post-probation, compensated at a time-and-a-half rate or time off in lieu. All extra shifts will be scheduled on a rotational basis.

Due to the necessity of client visits, travel outside standard hours may be required to ensure timely onsite presence.

Key Responsibilities

  • Accountable for personal performance and delivering outstanding customer experiences.
  • Documenting all work within the Professional Services Automation (PSA) system for every customer request.
  • Updating clients on their service requests and communicating internally regarding ticket discussions or assistance needed.
  • Maintaining a balance of speed and accuracy in service delivery.
  • Managing pressure effectively.
  • Responding attentively to phone calls and emails while maintaining a calm and positive demeanor.
  • Acting as a 'Product Champion' for specific tools, ensuring comprehensive understanding and staying informed on future developments.
  • Overseeing internal training and documentation related to your designated product.
  • Conducting client visits for service requests that cannot be resolved remotely.
Qualifications

  • 3-5 years of experience in a similar role along with six current industry-recognized technical certifications.
  • Exceptional verbal and written communication skills.
  • Strong technical understanding and capability to resolve complex issues comprehensively.
  • Ability to manage multiple tasks effectively.
  • A genuine passion for technology and its role in enhancing client success and achieving business objectives.
  • Team-oriented mindset.
  • A valid UK driving license.
Performance Metrics

  • Customer satisfaction (CSAT) scores.
  • Response rates for customer satisfaction feedback.
  • Achievement of technology accreditation passes, with a minimum of two required annually, with full training costs covered.
  • Adherence to Service Level Agreements (SLAs).
  • Average resolution time.
  • Ticket closure rates.
  • Utilization percentage.
Benefits

  • Company-sponsored quarterly events.
  • Cycle-to-work scheme.
  • Onsite gym facilities.
  • Profit-sharing opportunities.
  • Paid training programs.
  • Performance bonuses and profit-sharing become available after successful completion of the standard probation period.
Only qualified candidates will be contacted regarding this position, and no candidate data will be stored or processed without consent.

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