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Technical Support Specialist

2 months ago

Ilkley, Bradford, United Kingdom Talk Straight Full time
Technical Support Specialist

We are seeking an experienced Technical Support Specialist to join our dynamic Support Team. As a Technical Support Specialist, you will handle complex technical issues that require in-depth troubleshooting and problem-solving skills. Your primary responsibility will be to provide technical support to our customers, ensuring timely resolution of issues and excellent customer experience.

Key Responsibilities:
  • Provide technical support to customers via phone, email, or chat, resolving complex technical issues related to network services, internet connectivity, hardware, and customer setups.
  • Collaborate with internal teams to identify and resolve technical issues, ensuring seamless communication and timely resolution.
  • Develop and maintain technical documentation, knowledge base articles, and training materials to enhance the support team's knowledge and skills.
  • Participate in on-call rotations, providing 24/7 support to customers and ensuring prompt resolution of critical issues.
  • Stay up-to-date with industry trends, technologies, and best practices, applying this knowledge to improve support processes and customer experience.
Requirements:
  • Minimum 2-3 years of experience in a technical support or network engineering role, preferably in an ISP or telecommunications environment.
  • Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, internal teams, and external partners.
  • Strong analytical and problem-solving skills, with the ability to think critically and resolve complex technical issues.
  • Willingness to learn and adapt to new technologies and processes, with a customer-centric mindset.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development, including training and mentorship programs.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.
  • Flexible working arrangements, including hybrid remote work options.
About Us:

Talk Straight Ltd is a leading provider of web filtering, safeguarding, and security software for schools and multi-academy trusts. We are committed to providing the best security solutions in the country, protecting over 2500 organisations and nearly one million school children online.

We value diversity and equality in the workplace, and we are an equal opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.