Technical Support Specialist

6 hours ago


Birmingham, Birmingham, United Kingdom SSP Full time

At SSP, we are seeking a talented Technical Support Specialist to join our team. This is a fantastic opportunity for an IT professional looking to take their career to the next level.

About the Role

We are looking for someone who can provide exceptional customer service and technical support to our clients. As a Technical Support Specialist, you will be the first point of contact for phone calls and self-service tickets regarding digital services and log all calls in our designated ticketing system.

The ideal candidate will have excellent communication skills, a strong understanding of ITIL fundamentals, and experience working in a technical Service Desk role. You will also have knowledge of EPOS systems, network infrastructure, databases, and associated applications.

Key Responsibilities
  • Act as the first point of contact for phone calls and self-service tickets regarding D&T issues and log all calls in the designated ITSM ticketing system.
  • Follow standard Service Desk operating processes and procedures, accurately logging all Service Desk tickets using the defined call logging software.
  • Escalate unresolved incidents to the 2nd/3rd tier support teams in line with agreed processes, including liaising with external partner organisations where appropriate.
  • Maintain a high degree of customer service, taking ownership of user problems and following up the status of problems on behalf of the user, communicating progress in a timely manner.
Requirements
  • A passion for IT and a willingness to learn and support company growth.

We offer a competitive salary of $55,000 - $65,000 per year, depending on experience. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply.



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