Technical Support Specialist

3 days ago

Wrexham, Wrexham, United Kingdom Clockwork Organisation ltd Full time

Technical Support Specialist

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Clockwork Organisation ltd. As a Technical Support Specialist, you will be responsible for providing internal and external technical support to our customers.

Key Responsibilities

  • Manage a ticket system for all internal and external technical support requests.
  • Serve as the escalation point for client support queries, ensuring timely and informative responses from initial contact to resolution.
  • Leverage your knowledge of company systems and products to investigate and attempt to resolve incidents, while documenting and escalating issues to product development when necessary.
  • Take ownership of the internal support knowledge base and process documentation to reduce query volume and promote self-service options.
  • Provide feedback on common technical support queries and user errors to internal teams for potential UX improvements.
  • Identify and link duplicate requests to avoid redundant efforts and highlight recurring issues with a common root cause.
  • Provide regular reports and analysis summaries on support operations.
  • Accurately document and classify all tickets in accordance with established best practices.

Requirements

  • Be passionate about IT and or technology.
  • Have an analytical mind and a tenacious attitude to problem solving and trouble shooting.
  • Be process driven.
  • Have excellent customer service.
  • Practical experience with help desk software, such as Jira, Zendesk, Freshservice and CRM software, such as Salesforce Sales cloud would be useful but not essential as full training is provided.

What We Offer

  • Salary enhancements after further training and length of service.
  • 25 days holiday plus bank holidays.
  • Hybrid working (2 days at home) as well as flexible working hours.
  • Enhanced pension (Employer contributions of 5%).
  • Progression and personal development opportunities.
  • Café on site with chef (free freshly cooked food available).

How to Apply

If you are a motivated and detail-oriented individual with a passion for IT and customer service, please submit your application to Travail Employment Group. We look forward to hearing from you.

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