Senior Technical Support Specialist

3 weeks ago


Leeds, Leeds, United Kingdom Agfa-Gevaert Full time
Job Title: Senior Technical Support Specialist

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team in Leeds, UK.

About the Role:

The successful candidate will be responsible for providing technical support and expertise to customers across Northern Europe, ensuring timely and effective resolution of Incidents and Service Requests.

Key Responsibilities:

  • Lead and troubleshoot 2nd line Incidents and Service Requests
  • Accurately record and triage newly reported Incidents and Service Requests
  • Take ownership of Incidents and Service Requests, prioritizing workload with a focus on customer SLAs
  • Educate customers on product usage and best practices
  • Collaborate with internal stakeholders to resolve complex technical issues

Requirements:

  • IT Diploma or Degree (qualification by experience accepted)
  • Minimum of 2 Years in Customer Service Application Support
  • Proven track record in providing high-quality support for customer-facing applications
  • Proficiency in IT Service Management (ITIL)
  • Demonstrated experience with ITIL best practices and frameworks for efficient service management

Salary: £40,000 - £50,000 per annum

Benefits:

  • Ongoing training and development opportunities
  • A competitive compensation package
  • A supportive and collaborative work environment


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