Technical Support Specialist
3 weeks ago
Join our team at Total Training Provision as a Technical Support Apprentice and embark on a rewarding career in technical support. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our customers.
Key Responsibilities- Deliver high-quality technical support to customers
- Ensure timely and accurate customer service responses
- Meet performance metrics and benchmarks
- Follow established standards and processes
- Triage, investigate, and resolve technical support requests
- Coordinate support issues with customers and 3rd party vendors
- Communicate effectively with internal teams and customers
- Establish best practices throughout the technical support process
- Drive ticket resolution within predefined service level agreements
- Monitor and manage phone queues
- Contribute to the Knowledge Base repository and ensure high-quality solutions are available to the team and customers
- Manage and maintain partner relationships as required
- Follow up with customers throughout the service lifecycle
- Provide customer feedback to internal teams
- Advise management on situations requiring additional client support or escalation
- Excellent verbal and written communication skills
- Strong analytical and troubleshooting skills
- Excellent organizational and time management skills
- Professionalism: Approach others with tact and manage expectations
- Teamwork: Balance team and individual responsibilities
- Problem-solving: Identify and resolve problems in a timely manner
- Technical skills: Commit to staying knowledgeable and up-to-date in relevant technologies
- Time Management: Prioritize and plan workload efficiently
- Engaging: Work with diverse teams and get the best from them
- Disciplined: Meet tight timelines and drive the team to success
- Down to Earth: Be straightforward and grounded
- Friendly: Make the workplace a fun and relaxed environment
- Helpful: Look for ways to help others and customers
- Persistent: Get the job done, whatever it takes
- Personal: Kind, human, caring
- Pioneering: Expert, masterful, skilled
- Proactive: Driven, energetic, agile
In return, we offer a competitive apprentice wage, great funded training opportunities, progression opportunities as part of a fast-growing company, flexible hours/hybrid working, life cover, company pension scheme, and more.
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