Technical Support Specialist

5 days ago

Cambridge, Cambridgeshire, United Kingdom Ipsos Full time

About the Role

We are seeking a skilled 2nd Line Support Specialist to join our team at Ipsos. As a key member of our support team, you will be responsible for providing timely and effective technical support to our clients and internal stakeholders.

Key Responsibilities

  • Respond to technical issues reported by clients and internal stakeholders through various channels.
  • Triage support issues raised by 1st Line Support and escalate complex issues to the 3rd line support team or developers.
  • Diagnose and troubleshoot issues with mobile and web-based applications, and identify root causes of problems.
  • Collaborate with cross-functional teams to provide timely solutions and workarounds to technical issues.
  • Provide regular updates to clients and internal stakeholders on the status of their reported issues.
  • Participate in testing and quality assurance activities to ensure that technical issues are identified and resolved before releasing new products and features.
  • Contribute to the company's technical support strategy and processes to improve the quality and efficiency of technical support services.
  • Participate in knowledge sharing activities to continuously improve technical knowledge and skills.

Requirements

  • At least 3 years of experience in technical support or a similar role, preferably in a software company.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Enthusiastic attitude with a 'gets things done' mentality, strong analytical and problem-solving skills, and attention to detail.
  • Ability to work independently and collaboratively in a fast-paced environment, and to prioritize and manage multiple tasks simultaneously.
  • Experience with mobile app support, including iOS and Android platforms, and experience with incident management tools, such as JIRA or Zendesk.

What We Offer

  • Attractive basic salary and a rewards package including 25 days annual leave, a pension scheme, and a great range of flexible benefits to suit your personal needs.
  • Opportunities for professional growth and development, including training and career advancement.
  • A collaborative and dynamic work environment with a team of experienced professionals.
  • A comprehensive benefits package, including health insurance, life insurance, and a generous holiday allowance.

How to Apply

If you are a motivated and experienced technical support specialist looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].

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