Technical Support Specialist

4 days ago

Deeside, Flintshire, United Kingdom SER (Staffing) Ltd Full time
Job Title: Technical Support Specialist

**Job Overview:**

Our client, a leading provider of telecommunications services, is seeking a highly motivated and detail-oriented Technical Support Specialist to join their team. In this entry-level role, you will play a crucial part in providing technical support and solutions to customers, addressing their concerns related to telecommunications services and equipment.

**Key Responsibilities:**

  • **Customer Assistance:**
    • Respond to customer inquiries and support requests via various channels.
    • Assist with basic troubleshooting and resolution of issues related to telecommunications products and services.
  • **Technical Support:**
    • Perform initial diagnostics for technical issues and guide customers through basic troubleshooting steps.
    • Document customer interactions and technical issues accurately in the support ticketing system.
  • **Learning and Development:**
    • Gain a foundational understanding of telecommunications systems, including VoIP, mobile networks, and internet services.
    • Participate in training sessions and workshops to enhance technical skills and knowledge.
  • **Escalation and Follow-Up:**
    • Escalate complex or unresolved issues to senior technical support staff or specialized teams as needed.
    • Follow up with customers to ensure their issues are resolved satisfactorily and to provide additional assistance if necessary.
  • **Administrative Support:**
    • Maintain organized records of support cases and customer interactions.
    • Assist in the creation and updating of user guides, FAQs, and support documentation.
  • **Team Collaboration:**
    • Work closely with other team members to share knowledge and improve support processes.
    • Contribute to team meetings and offer feedback on common issues and customer concerns.

**Requirements:**

  • Previous experience in a customer service or technical support role with Telecommunications.
  • Basic understanding of telecommunications systems and networking concepts.
  • Familiarity with common troubleshooting techniques and support tools.
  • Strong communication skills, both verbal and written.
  • Excellent problem-solving abilities and a keen attention to detail.
  • Ability to work effectively in a fast-paced environment and handle multiple tasks.

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