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Technical Support Specialist
2 months ago
At NBCUniversal, we're seeking a highly skilled Technical Support Specialist to join our Customer Success Team. As a key member of our team, you'll play a vital role in delivering exceptional customer service and support to our customers across the BRS Golf product suite.
Key Responsibilities:- Develop in-depth knowledge of our tools and platforms to provide expert support to end-users.
- Respond to customer inquiries, issues, and requests via various channels.
- Conduct root cause analysis and provide technical guidance to resolve customer issues.
- Escalate technical incidents to relevant departments and communicate client feedback to inform product improvements.
- Record and maintain case logs to document all activities.
- Contribute to the development of self-service tools and guidance for clients and internal teams.
- Participate in team meetings, project streams, and events to foster strong working relationships.
- Identify and report bugs or product enhancements to the development team.
- Collaborate with other teams to resolve customer issues in a timely manner.
- Contribute to cross-team knowledge sharing and the coaching of new hires.
- 1+ year of experience in a customer-focused environment within the technology sector.
- Experience using communication/CRM platforms and remote support tools.
- Experience using JIRA or similar ticketing systems.
- Be technology-savvy with a desire to continue learning new technology.
- Experience of call handling, determining, and resolving end-user issues.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Able to demonstrate a proactive approach with good time management and autonomy.
- Experience of working in a motivating, fast-paced team environment.
Additional skills and experience that would be desirable include a Bachelor's Degree in a relevant discipline and familiarity with languages such as HTML/CSS.
Location: Belfast, Northern Ireland. Hybrid working arrangements available.
