Technical Support Specialist

1 week ago

Hereford, Herefordshire, United Kingdom NexDynamic Full time £16,000 - £24,000
Job Description

NexDynamic User Support Team Member

This position is based on-site in a dynamic work environment, candidates will ideally be within a reasonable commuting distance. Please note that this role requires the ability to work at the NexDynamic office.

Salary Range £16k - £24k

A proactive user support team member will be the first point of contact for our users, handling inbound calls, responding to first-line tickets, escalating technical issues as needed, and performing basic account administration tasks. This role is essential in ensuring a smooth and efficient operation of our product and providing excellent customer service to our users.

Key Responsibilities

Answering Support Calls

  • Serve as the initial point of contact for all account and product queries and issues.
  • Provide first-line support by troubleshooting basic technical problems.

Ticket Management

  • Triage new tickets upon arrival based on the SLA process.
  • Monitor and respond to first-line support tickets via our ticketing system.
  • Accurately document user issues and solutions provided.
  • Escalate complex technical issues to second-line or specialized teams when necessary.

Account Administration

  • Perform basic account management tasks such as password resets, account unlocks, and access permissions.
  • Assist with the creation and deletion of user accounts as required.

Technical Escalation

  • Identify and escalate issues that require in-depth technical intervention.
  • Ensure proper documentation of escalated issues for tracking and resolution.

Customer Service

  • Maintain a high level of professionalism and empathy when dealing with users.
  • Provide timely and effective communication to users regarding the status of their issues.

Documentation & Reporting

  • Maintain accurate and detailed records of user interactions and resolutions.
  • Contribute to the development and maintenance of support documentation.

Required Skills and Experience

  • Basic computer literacy including document creation etc.
  • Good English communication skills, both verbal and written.
  • Ability to prioritize and manage multiple tasks effectively.
  • Strong problem-solving skills with a keen attention to detail.
  • Ability to work independently and as part of a team.

Desirable Skills, Experience, and Qualifications (not required)

  • Previous experience in a first-line support or similar IT support role.
  • Proficiency in using ticketing systems and remote support tools.
  • Basic understanding of account administration and user management.

Personal Attributes

  • Proactive and self-motivated with a positive attitude.
  • Patient and customer-focused with strong interpersonal skills.
  • Adaptable to changing technologies and environments.

Working Hours

  • Monday to Friday, between 8am and 6pm totalling 40 hours per week, with occasional on-call responsibilities.

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