Tech Support Specialist

Join our client's dynamic tech support team! As a Tech Support Specialist, you'll be responsible for providing top-notch technical support, triaging support requests, and managing incidents. You'll have excellent problem-solving skills, a passion for technology, and a drive to add value to every customer interaction. If you thrive in a fast-paced environment and are excited to contribute to the success of our client's tech support initiatives, we want you on our team!

Location: Wrexham - hybrid working

• Efficiently manage triage for all technical support requests received internally.
• Be the escalation point for client support responses to initial queries, ensuring clients can be well informed through to completion.
• Use your awareness of our systems and products to investigate incidents to try and resolve.
• Document and escalate problems to product development.
• Take ownership of the internal support knowledge base and process documentation to decrease volume of queries and enable self-serve.
• Constantly review support backlogs to ensure accurate priority and status of tickets is maintained.
• Provide regular reporting and analysis summaries.

A tenacious problem solver with a passion to add the most value to every support interaction. Self-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environment. Excited by tech solutions, technologically savvy, and confident with all the Microsoft packages.

Experience in an IT/Application/Software Support role or similar. Knowledge of the ITIL service desk management lifecycle. Practical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloud.

• Annual leave 25-30 days depending on length of service.
• Sports and fitness allowance.
• Pension - after 3 months, 5% of salary from the company and 5% employee contribution.
• Life insurance - after 3 months (4 times salary).
• Flexi-time.
• Free car parking.
• Free lunch.

In this role, you'll handle all technical support requests efficiently, ensuring that clients are well-informed throughout the process. You'll investigate incidents, utilise your detailed product knowledge, and collaborate with various teams to resolve issues and improve the user experience. Your proactive approach will help reduce customer touchpoints and create self-service resources to maximise value for clients. You'll be responsible for prioritising requests, meeting SLAs, and maintaining accurate ticket status and priority. Your strong communication skills, both written and verbal, will enable you to effectively convey information to clients and internal stakeholders.

Our ideal candidate is self-motivated, highly organised, and thrives in a team-oriented environment. You have a diploma or bachelor's degree in Computing, Computer Science, IT, or a similar field, along with practical experience in IT/Application/Software Support. Knowledge of the ITIL service desk management lifecycle and proficiency in help desk and CRM software will be beneficial in your role.

In return, we offer a competitive salary, generous benefits package, and opportunities for professional development. With flexible working hours and an inclusive company culture, we prioritise work-life balance and employee well-being. Join our client's innovative tech support team and contribute to their ongoing success. Apply today and take your tech support career to new heights!