Technical Support Specialist

1 month ago


Wrexham, Wrexham, United Kingdom KDR Talent Solutions Full time
Technical Support Analyst

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
Key Skills/Traits:
  • 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
Responsibilities:
  • 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
Why Work with Us?
  • 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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