Technical Support Specialist
4 weeks ago
Job Title: Technical Support Specialist
We are seeking a skilled Technical Support Specialist to join our Support Services team at Microlise. As a Technical Support Specialist, you will play a pivotal role in ensuring a speedy and professional response to issues and incidents, while delivering exceptional customer support.
Key Responsibilities:
- Assess and prioritise incidents to ensure timely resolution
- Identify root cause and collaborate with the Incident and Problem Management team
- Monitor, track, and drive incident investigation, diagnosis, and resolution to meet SLAs
- Provide technical assistance for service issues in accordance with service desk policies
- Link known or reoccurring errors, major outages to live incidents for reporting purposes
- Maintain awareness and understanding of incidents to effectively communicate with senior management and customers
- Identify patterns in incidents and possible contributing factors or causes of system failure
- Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues
- Work with other areas to develop and deliver improvements to processes and procedures
- Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge
Requirements:
- Proven experience within a technical support and/or customer-focused environment
- Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
- Positive attitude; capable of working under pressure as part of a team
- Confident in using your own initiative and proactively thinking outside of the box
- An investigative mind-set that approaches issues from all angles, especially for the purpose of identifying workarounds for on-going incidents
- Organised and with a flexible approach to adapt to changing priorities
Why Microlise?
Microlise is a leading provider of software, telematics, and proof-of-purchase solutions to the UK's leading grocery retailers and food logistics providers. We offer a range of benefits, including full support and training, great place to work certification, private medical insurance, and more.
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