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Technical Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom InterQuest Group Full time
Technical Support Analyst

We are seeking a skilled Technical Support Analyst to join our team at InterQuest Group. As a Technical Support Analyst, you will play a crucial role in providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Perform thorough triage activities to ensure timely and accurate resolution of customer issues.
  • Provide clear and concise updates to support tickets, ensuring seamless communication with customers.
  • Identify and escalate any issues or concerns with support service levels to enable prompt action and resolution.
  • Contribute to the development and maintenance of support guidelines, knowledge base, and processes to enhance the customer experience.
  • Collaborate with cross-functional teams to resolve complex technical issues and improve customer satisfaction.

Requirements:

  • Previous experience in a technical or support role, with a proven ability to use various tools and techniques to resolve issues.
  • Experience working in an application support role or super user type role for SaaS products and/or custom-developed application solutions.
  • Excellent customer communication and relationship-building skills, with the ability to liaise at both technical and non-technical levels.
  • Experience with Service Management Frameworks (ITIL) is advantageous but not essential.
  • An inquisitive mindset and a desire to learn and grow with our team.

What We Offer:

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