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Technical Support Specialist

2 months ago

Cambridge, Cambridgeshire, United Kingdom Ipsos Full time

About the Role

Intrasonics, a leading provider of innovative solutions for market research, is seeking a skilled 2nd Line Support Specialist to join their team. As a key member of the support team, you will play a critical role in ensuring the smooth operation of our products and providing timely solutions to technical issues.

Key Responsibilities

  • Respond to technical issues reported by clients and internal stakeholders through various channels.
  • Triage support issues raised by 1st Line Support and escalate complex issues to the 3rd line support team or developers.
  • Diagnose and troubleshoot issues with mobile and web-based applications, identifying root causes of problems.
  • Collaborate with cross-functional teams to provide timely solutions and workarounds to technical issues.
  • Provide regular updates to clients and internal stakeholders on the status of their reported issues.
  • Participate in testing and quality assurance activities to ensure technical issues are identified and resolved before releasing new products and features.
  • Contribute to the company's technical support strategy and processes to improve the quality and efficiency of technical support services.
  • Participate in knowledge sharing activities to continuously improve technical knowledge and skills.

Requirements

  • At least 3 years of experience in technical support or a similar role, preferably in a software company.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Enthusiastic attitude with a 'gets things done' mentality, strong analytical and problem-solving skills, and attention to detail.
  • Ability to work independently and collaboratively in a fast-paced environment, prioritizing and managing multiple tasks simultaneously.
  • Experience with mobile app support, incident management tools, and triaging technical issues.
  • Ability to produce clear, informative supporting documentation and provide training to both users and 1st line support.

What We Offer

  • Attractive basic salary and a rewards package including 25 days annual leave, a pension scheme, and a great range of flexible benefits.
  • Opportunities for professional growth and development through our Learning & Development program.
  • Relaxed and informal working environment with regular team outings and optional sports lunches.
  • Complimentary refreshments and a dedicated Friday afternoon for fun projects and learning.

About Ipsos

Ipsos is a leading market research company committed to equality, treating people fairly, and promoting a positive and inclusive working environment. We recognize the importance of diversity and strive to reflect the world we research and deliver better research and insight to our clients.