Technical Support Specialist

2 weeks ago

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

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

You will deliver exceptional customer service utilizing your advanced technical skills to troubleshoot, resolve issues, and uphold a robust technology and security standard across your clients' systems.

This may necessitate visiting client locations for issues that cannot be addressed remotely. Additionally, hands-on workshop tasks to resolve hardware-related problems will be part of your duties.

This role is demanding and requires meticulous attention to detail, substantial technical expertise, and outstanding customer service abilities.

Work Schedule

This position operates Monday to Friday from 9 AM to 5 PM.

Additional hours may be required after successfully completing the probationary period, compensated at a premium rate or through time off in lieu.

All extra shifts will be scheduled on a rotational basis.

As this role involves client visits as needed, travel outside standard hours may be necessary to ensure timely onsite presence.

Key Responsibilities

  • Take ownership of your performance and ensure an excellent customer experience.
  • Document all work within the Professional Services Automation (PSA) system for every customer request.
  • Keep customers informed about their service requests, communicate internally regarding tickets, seek assistance, or escalate issues to a line manager.
  • Work efficiently without sacrificing accuracy or the quality of customer service.
  • Manage a healthy balance of pressure.
  • Respond attentively to phone calls and emails while maintaining a calm and positive demeanor.
  • Become a 'Product Champion' for a specific tool, possessing the best understanding of the product and staying updated on future developments.
  • Oversee internal training and documentation related to your product.
  • Conduct client visits for any service requests that cannot be resolved remotely.
Qualifications

  • 3-5 years of experience in a similar role, along with 6 current industry-recognized technical certifications.
  • Excellent verbal and written communication skills.
  • A high level of technical understanding and the ability to resolve complex issues comprehensively.
  • Capability to multitask effectively.
  • A passion for technology and its potential to drive client success and achieve business objectives.
  • A collaborative team player.
  • A valid UK driving license.
Performance Metrics

  • Customer satisfaction (CSAT) score.
  • Customer satisfaction response rate, requiring engagement with customers to gather feedback on their experience.
  • Technology accreditation achievements, with a minimum of 2 certifications to be obtained annually, with full training costs covered.
  • Adherence to Service Level Agreements (SLAs).
  • Average resolution time.
  • Ticket closure rate.
  • 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 eligibility after completing the standard probationary period.
Only suitable candidates will be contacted regarding this position, and candidate data will not be stored or processed without consent.

  • Technical Support Specialist

    6 days ago

    Ramsgate, Kent, United Kingdom HRGO Recruitment Full time £26,000

    Job Title: Remote Support SpecialistJob Type: Full-time, PermanentLocation: Remote (with occasional client visits)Job Description:We are seeking a highly skilled and experienced Remote Support Specialist to join our team at HRGO Recruitment. As a key member of our support team, you will be responsible for providing exceptional customer service and technical...

  • Technical Support Specialist

    2 weeks ago

    Ramsgate, United Kingdom Trapeze Recruitment Services Ltd Full time

    Position OverviewAs a key member of our support team, your primary responsibility will be to manage escalated service requests from our Remote Support Engineers. Your role will involve delivering exceptional customer service while utilizing your advanced technical skills to troubleshoot, resolve issues, and uphold a robust technology and security standard...

  • Hydraulic Systems Specialist

    6 days ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    About the Role:Rise Technical Recruitment Limited is seeking a skilled Hydraulic Systems Specialist to join our team. As a Hydraulic Systems Specialist, you will be responsible for disassembling hydraulic/mechanical components, carrying out inspections, and fault diagnosis.Key Responsibilities:Disassemble hydraulic/mechanical components down to their...

  • Technical Support Specialist

    2 weeks ago

    Ramsgate, United Kingdom Trapeze Recruitment Services Ltd Full time

    Position OverviewYour 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...

  • Technical Support Specialist

    2 days ago

    Ramsgate, United Kingdom Trapeze Recruitment Services Ltd Full time

    Job SummaryYour day-to-day duties will be taking incoming escalated service requests from the Remote Support Engineers. You'll be providing excellent customer service using your advanced technology skills to diagnose, resolve issues and maintain a healthy technology and security standard across your customers' technology stack. This includes the need to...

  • Technical Support Specialist

    2 days ago

    Ramsgate, United Kingdom Trapeze Recruitment Services Ltd Full time

    Job SummaryYour day-to-day duties will be taking incoming escalated service requests from the Remote Support Engineers. You'll be providing excellent customer service using your advanced technology skills to diagnose, resolve issues and maintain a healthy technology and security standard across your customers' technology stack. This includes the need to...

  • Hydraulic Systems Specialist

    2 days ago

    Ramsgate, United Kingdom Rise Technical Recruitment Full time

    About the Role:Rise Technical Recruitment is seeking a skilled Hydraulic Systems Specialist to join our client's team in the aerospace industry. As a key member of the team, you will be responsible for the disassembly and inspection of hydraulic and mechanical components, as well as carrying out fault diagnosis and interpreting technical data.Key...

  • Hydraulic Systems Specialist

    2 days ago

    Ramsgate, United Kingdom Rise Technical Recruitment Full time

    About the Role:Rise Technical Recruitment is seeking a skilled Hydraulic Systems Specialist to join our client's team in the aerospace industry. As a key member of the team, you will be responsible for the disassembly and inspection of hydraulic and mechanical components, as well as carrying out fault diagnosis and interpreting technical data.Key...

  • Hydraulic Systems Specialist

    3 days ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job Summary:Rise Technical Recruitment Limited is seeking a skilled Hydraulic Systems Specialist to join our team in the aviation sector. As a key member of our engineering team, you will be responsible for designing, developing, and maintaining hydraulic systems for our clients.Key Responsibilities:Design and develop hydraulic systems for aircraft and other...

  • Hydraulic Systems Specialist

    3 days ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Job Summary:Rise Technical Recruitment Limited is seeking a skilled Hydraulic Systems Specialist to join our team in the aviation sector. As a key member of our engineering team, you will be responsible for designing, developing, and maintaining hydraulic systems for our clients.Key Responsibilities:Design and develop hydraulic systems for aircraft and other...

  • Hydraulic Systems Specialist

    1 week ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    Hydraulic EngineerRise Technical Recruitment Limited is seeking a skilled Hydraulic Systems Specialist to join our team in the aviation sector. As a Hydraulic Engineer, you will have the opportunity to work with a well-established company and take advantage of dedicated training and development opportunities.Disassemble complex hydraulic/mechanical...

  • Customer Support Specialist

    6 hours ago

    Ramsgate, United Kingdom Sterling Cross Full time

    Customer Support Specialist Ramsgate, Kent £££ DOE Permanent, Full Time - 08:00 – 16:30 – Mon – Thurs, 15:30 finish on FridaysBenefits:Extremely Competitive Salary (sorry, our client does not want us to advertise this but we’ll tell you as soon as you call/email for further info)Great place to work2 x standard contributory pensionGood career...

  • Machinist - Aviation Sector

    2 days ago

    Ramsgate, United Kingdom Rise Technical Recruitment Full time

    About the RoleWe are seeking a skilled Machinist to join our team in the aviation sector. As a Machinist, you will be responsible for undertaking machining tasks to support the overhaul of aircraft components.Key ResponsibilitiesPrecision Grinding, Honing, Boring, Milling, Turning, CNC Turning, Bush/Bearing FittingDedicated Training & Technical...

  • Machinist - Aviation Sector

    2 days ago

    Ramsgate, United Kingdom Rise Technical Recruitment Full time

    About the RoleWe are seeking a skilled Machinist to join our team in the aviation sector. As a Machinist, you will be responsible for undertaking machining tasks to support the overhaul of aircraft components.Key ResponsibilitiesPrecision Grinding, Honing, Boring, Milling, Turning, CNC Turning, Bush/Bearing FittingDedicated Training & Technical...

  • Customer Support Specialist

    3 hours ago

    Ramsgate, Kent, United Kingdom Sterling Cross Full time

    Job SummaryWe are seeking a highly skilled Customer Support Specialist to join our team at Sterling Cross. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, resolving queries, and providing exceptional customer service.Key ResponsibilitiesCustomer Relationship...

  • Customer Support Specialist

    2 hours ago

    Ramsgate, Kent, United Kingdom Sterling Cross Full time

    Job SummaryWe are seeking a highly skilled Customer Support Specialist to join our team at Sterling Cross. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, resolving queries, and providing exceptional customer service.Key ResponsibilitiesCustomer Relationship...

  • Crisis Support Specialist

    4 weeks ago

    Ramsgate, Kent, United Kingdom Mental Health Matters Full time

    Job Overview As a Crisis Support Specialist, your primary responsibility will be to deliver a high-quality, recovery-oriented service to individuals experiencing a variety of mental health challenges, including those with autistic characteristics and additional support requirements such as learning disabilities, physical health concerns, and substance...

  • Mechanical Engineer

    3 days ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    About the Role:We are seeking a skilled Mechanical Engineer to join our team at Rise Technical Recruitment Limited. As a Mechanical Engineer in the aviation sector, you will be responsible for disassembling hydraulic/mechanical components, carrying out inspections, fault diagnosis, and interpreting technical data.Key Responsibilities:Disassemble...

  • Mechanical Engineer

    2 days ago

    Ramsgate, Kent, United Kingdom Rise Technical Recruitment Limited Full time

    About the Role:We are seeking a skilled Mechanical Engineer to join our team at Rise Technical Recruitment Limited. As a Mechanical Engineer in the aviation sector, you will be responsible for disassembling hydraulic/mechanical components, carrying out inspections, fault diagnosis, and interpreting technical data.Key Responsibilities:Disassemble...

  • Machinist

    3 months ago

    Ramsgate, United Kingdom Rise Technical Recruitment Full time

    Machinist Ramsgate, Kent Up to £32,000 DOE + Early Finish on a Friday + Dedicated Training Company Benefits Are you an machinist with experience in grinding, turning, milling? Are you looking for dedicated training development and progression within a well established company within the aviation sector? On offer is an excellent opportunity for a...