Technical Support Specialist
1 week ago
Join Clockwork Organisation ltd as a Technical Support Specialist and take on a challenging role that requires strong analytical skills and a passion for IT/technology. As a key member of our team, you will be responsible for providing internal and external technical support, troubleshooting issues, and escalating complex problems to our product development team.
Key Responsibilities:- Manage a ticket system for all internal and external technical support requests, ensuring timely and informative responses.
- Serve as the escalation point for client support queries, providing solutions and documenting issues for future reference.
- Investigate and resolve technical issues, leveraging your knowledge of company systems and products.
- 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.
- Passion for IT and/or technology.
- Strong analytical mind and tenacious attitude to problem-solving and troubleshooting.
- Process-driven approach to work.
- Excellent customer service skills.
- Practical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloud (full training provided).
Additional skills and job titles: Service desk technician, 2nd line support, customer service advisor, helpdesk, data analyst.
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