Technical Support Infrastructure Specialist

4 weeks ago


High Wycombe, Buckinghamshire, United Kingdom The Focusrite Group Full time

Job Title: Technical Support Infrastructure Specialist

Location: Remote (UK)

Job Type: Full-time, Permanent

Salary: £30000 pa plus benefits

Main Responsibilities:

As a Technical Support Infrastructure Specialist, you will be responsible for monitoring and maintaining support systems, identifying and resolving issues, and implementing infrastructure improvements to enhance the virtual agent workspace. You will work closely with the support team and customer base to build a strong understanding of agent and customer needs, with a focus on creating a seamless omni-channel customer journey.

Key Responsibilities:

  • Maintain support systems to a high standard, addressing any barriers to agent productivity that arise.
  • Streamline and devise elegant improvements to existing business rules and procedures within the Support department.
  • Create and maintain an inventory of global IT equipment and products used by the support team.
  • Work with Support Management to plan and implement support systems improvements on a global scale.
  • Look for integration opportunities between support systems that will produce a positive effect on agent productivity and CX.
  • Manage the technical transition of new brands into our systems, working with key support contacts and web developers to build a fully functional setup with minimal negative impact on existing teams.
  • Work with IT to manage licensing across all platforms used in the Support department.
  • Improve self-help by building comprehensive back-end AI frameworks within Zendesk.
  • Liaison with Data team to ensure seamless data transfer and integrity across platforms.
  • Regular multi-channel audit of customer experience in order to understand where improvements can be made.

Requirements:

  • System engineering & administration
  • Technical troubleshooting
  • Experience with Mac OS X and Windows systems.
  • Good organisational and communication skills.
  • Collaborator, works well as part of a team.
  • An interest in music/audio.
  • Zendesk or generic helpdesk admin experience beneficial
  • API experience

Benefits:

  • Flexible/hybrid working
  • Company pension
  • Life insurance
  • Private healthcare
  • Enhanced Maternity and Paternity pay
  • Employee purchase scheme
  • Group bonus scheme
  • Company music events
  • Offsite company parties
  • Free lunch in the canteen

For more information: https://focusriteplc.com



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