Technical Support Specialist

7 days ago


Birmingham, Birmingham, United Kingdom InterQuest Group Full time

We are looking for a Technical Support Specialist to join our team at InterQuest Group, based in the UK. The ideal candidate will have a strong analytical mindset and excellent customer communication skills to provide top-notch technical support to our clients.

This role involves supporting our client's workplace enhancement platform, understanding user queries, and performing root cause analysis to identify and resolve technical issues.

The successful candidate will have a proven track record in a technical or support role, with experience of working in an application support environment, preferably with SaaS products or custom-developed applications.

The role also requires the ability to liaise with non-technical and technical stakeholders, providing excellent customer communication and relationship-building skills.

We are looking for an individual with a desire to learn and grow, who is passionate about delivering exceptional customer experiences.

Key Responsibilities:

  • Perform triage activities to support response within service level agreements.
  • Ensure timely and accurate updates to support tickets.
  • Escalate any issues or concerns with support service levels in a timely manner.
  • Contribute to the development of support guidelines and knowledge base, processes, and procedures.
  • Provide feedback to improve customer satisfaction.

Key Experience:

  • Previous experience in a technical or support role.
  • Experience of working in an application support role or super user type role for SaaS products and/or custom-developed application solutions.
  • Proven excellent customer communication and relationship-building skills.
  • Experience of a Service Management Framework (ITIL) would be advantageous.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for career growth and development.
  • A competitive salary and benefits package.


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