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- Tasks: Provide online demos and training on WiJungle appliances while troubleshooting customer queries.
- Company: Substance is a dynamic tech company focused on meaningful connections and impactful solutions.
- Benefits: Enjoy a supportive work culture with quick feedback and opportunities for growth.
- Why this job: Join a team that values action, innovation, and real connections in the tech industry.
- Qualifications: Bachelor’s degree in IT or related field; experience in technical support and networking preferred.
- Other info: Entry-level position with full-time hours; perfect for tech-savvy individuals eager to learn.
The predicted salary is between 24000 - 42000 £ per year.
We are looking for a proactive and customer-focused Technical Support Associate (Computer Networking) on behalf of our client. In this role, you will be responsible for providing online demonstrations and training on WiJungle appliances to channel partners and end customers. You will troubleshoot customer queries over calls and emails while managing CRM and associated support applications. This role requires strong technical expertise in firewalls, computer networking, and hotspot appliances, along with excellent communication skills to effectively assist customers.
Key Responsibilities
- Conduct online demonstrations and training sessions for channel partners and end customers on WiJungle appliances.
- Troubleshoot and resolve customer queries related to networking and firewall configurations via calls and emails.
- Manage the CRM system and support applications to ensure smooth service delivery.
- Provide technical assistance to customers, ensuring a seamless experience with networking products.
- Maintain detailed records of customer interactions, reported issues, and troubleshooting steps.
- Collaborate with internal teams to escalate and resolve complex technical challenges.
- Stay up to date with network security trends, firewall configurations, and hotspot appliance technologies.
Job Competencies
- Strong communication skills (both verbal and written in English)
- Expertise in computer networking, firewalls, and hotspot appliances
- Strong logical reasoning and problem-solving skills
- Customer service and technical troubleshooting experience
- Experience managing CRM systems and support applications
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Networking, or a related field.
- Prior experience in technical support, networking, or firewall troubleshooting.
- Strong understanding of firewalls, hotspot appliances, and network security principles.
- Ability to handle customer queries efficiently over calls and emails.
- Experience working with CRM software is a plus.
Benefits
At Substance, we value action over words. If your profile aligns with our needs, expect to hear from us within 1-2 weeks. If not, no fluff—just know we appreciate your interest and will keep you in mind for future roles where your expertise can make an impact. We focus on real connections and meaningful matches, ensuring the right opportunity finds you at the right time.
Technical Support Associate (Computer Networking) employer: Substance
Contact Detail:
Substance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Associate (Computer Networking)
✨Tip Number 1
Familiarise yourself with WiJungle appliances and their functionalities. Understanding the products you'll be supporting will not only boost your confidence during interviews but also help you answer technical questions more effectively.
✨Tip Number 2
Brush up on your troubleshooting skills, especially related to firewalls and networking issues. Being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since this role involves assisting customers over calls and emails, being clear and concise will be crucial in showcasing your customer service aptitude.
✨Tip Number 4
Network with professionals in the field of technical support and computer networking. Engaging with others can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Technical Support Associate (Computer Networking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, computer networking, and firewall troubleshooting. Use keywords from the job description to demonstrate that you meet the specific requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technical support. Mention specific experiences where you've successfully resolved customer queries or conducted training sessions, as these are key responsibilities of the role.
Showcase Technical Skills: In your application, emphasise your expertise in firewalls, hotspot appliances, and CRM systems. Provide examples of how you've used these skills in previous roles to solve problems or improve service delivery.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Substance
✨Showcase Your Technical Knowledge
Be prepared to discuss your understanding of firewalls, computer networking, and hotspot appliances. Brush up on the latest trends in network security and be ready to explain complex concepts in simple terms, as you may need to demonstrate this during the interview.
✨Practice Customer Interaction Scenarios
Since the role involves troubleshooting customer queries, practice common scenarios you might encounter. Think about how you would handle difficult customers or complex technical issues, and be ready to role-play these situations during the interview.
✨Familiarise Yourself with CRM Systems
As managing a CRM system is part of the job, make sure you understand how these systems work. If you have experience with specific CRM software, mention it, and be prepared to discuss how you’ve used it to enhance customer service in previous roles.
✨Prepare Questions for the Interviewers
Demonstrate your interest in the role by preparing thoughtful questions for the interviewers. Ask about the team dynamics, the types of challenges they face, or how success is measured in the role. This shows that you are proactive and genuinely interested in contributing to their success.
