Technical Support Specialist
1 month ago
Are you a detail-oriented problem solver with a passion for technology and delivering exceptional client service? We're working with a dynamic SAAS company who are looking for a Technical Support Analyst to join our team.
The Role- Triage support requests and incidents to ensure timely resolution
- Schedule and manage work requests effectively to meet client expectations
- Investigate root causes of issues and solve them using your product knowledge and expertise
- Communicate clearly with clients and internal teams, keeping them informed on status updates and progress
- Empower users with self-serve resources through Help Centre and in-app tools
- Problem-solving expert with a strong sense of ownership and accountability
- Team player with excellent communication and interpersonal skills
- Passionate about technology and confident with Microsoft packages and tools
- Experience in IT/Application/Software Support or similar roles
- Knowledge of the ITIL service desk management lifecycle and best practices
- Experience with tools like Jira, Zendesk, Salesforce is a plus
- Manage and triage all tech support requests efficiently to meet client expectations
- Be the escalation point for client queries, ensuring clear communication and resolution
- Use your technical knowledge to investigate incidents and document resolutions
- Own and enhance the support knowledge base to reduce repetitive queries and improve client satisfaction
- Ensure SLA targets are met and provide regular reporting to stakeholders
- Contribute to internal team improvements and UX feedback to enhance the client experience
- Work in a fast-paced, tech-driven environment with exciting challenges every day
- Be part of a team that values innovation, collaboration, and professional growth
- Opportunities to develop your expertise and advance your career in tech
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