Tech Support Specialist

3 weeks ago


Wrexham, Wrexham, United Kingdom Adecco UK Limited Full time
Job Description

As a Tech Support Specialist at Adecco UK Limited, you will be responsible for providing top-notch technical support to our clients. Your primary goal will be to efficiently manage technical support requests, ensuring that clients are well-informed throughout the process.

Key Responsibilities
  • Manage triage for all technical support requests received internally
  • Escalate client support responses to initial queries, ensuring clients are well-informed through to completion
  • Investigate incidents to try and resolve, documenting and escalating problems to product development
  • Take ownership of the internal support knowledge base and process documentation to decrease the volume of queries and enable self-serve
  • Review support backlogs to ensure accurate priority and status of tickets is maintained
  • Provide regular reporting and analysis summaries
Requirements
  • A tenacious problem solver with a passion to add value to every support interaction
  • Self-motivated, extremely organised, highly driven, and able to manage a demanding workload and deadlines in a fast-paced environment
  • Excited by tech solutions, technologically savvy, and confident with all Microsoft packages
  • Experience in an IT/Application/Software Support role or similar
  • Knowledge of the ITIL service desk management lifecycle
  • Practical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloud
Benefits
  • Annual leave 25-30 days depending on length of service
  • Sports and fitness allowance
  • Private Health Insurance after 3 months
  • Pension - after 3 months, 5% of salary from the company and 5% employee contribution
  • Life insurance - after 3 months (4 times salary)
  • Flexi-time
  • Free car parking
  • Free lunch
  • Agile working

In this role, you will be responsible for handling all technical support requests efficiently, ensuring that clients are well-informed throughout the process. You will investigate incidents, utilise your detailed product knowledge, and collaborate with various teams to resolve issues and improve the user experience. Your proactive approach will help reduce customer touchpoints and create self-service resources to maximise value for clients.

You will be responsible for prioritising requests, meeting SLAs, and maintaining accurate ticket status and priority. Your strong communication skills, both written and verbal, will enable you to effectively convey information to clients and internal stakeholders.

Adecco UK Limited is an Equal Opportunities Employer. By applying for this role, your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.



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