Senior Technical Support Specialist
2 weeks ago
About the Role
We are seeking a highly skilled Senior Tech Support Engineer to join our team at Alcumus. As a key member of our technical support team, you will be responsible for providing exceptional technical support to our users, ensuring their issues are resolved promptly and efficiently.
Key Responsibilities
- Provide third-line technical support to our users, resolving complex technical issues via phone, email, and face-to-face interactions.
- Escalate support requests to the first and second line support teams as needed.
- Log calls into our ticket management system, taking ownership of user problems and being proactive in resolving their issues.
- Support company hardware and software, including troubleshooting and resolving technical issues.
- Collaborate with other teams to allocate more complex calls and incidents.
- Log incidents with external third-party service providers.
- Achieve high customer satisfaction ratings by providing timely and effective support.
- Spend time with other teams, maintaining relationships and delivering excellent customer service.
- Contribute to the development of technical support projects.
- Regularly review and update our technology knowledge bank.
- Continuously improve technical support processes and procedures.
Requirements
- Proven experience in providing third-line technical support.
- Familiarity with ticket management systems.
- Experience with Microsoft 365 and other software applications.
- Strong communication and problem-solving skills.
- Ability to work under pressure and meet deadlines.
- Team player with excellent interpersonal skills.
What We Offer
We provide a mature and flexible work environment, generous holiday allowance, an employee assistance program, and opportunities for career growth and development.
About Alcumus
We are a leading provider of risk management solutions, dedicated to keeping our clients' workforce safe. We value diversity and foster a culture of inclusivity, where everyone can bring their whole self to work.
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