Technical Support Specialist

Overview

At Oak we pride ourselves on hiring great people and providing an amazing workplace culture for everyone. We know how important it is that you feel trusted, encouraged and supported throughout your career. That\’s why at Oak we place a huge emphasis on people, making sure that you as an employee are given everything that you need to thrive in your new role. From growth and development, to making sure that your voice, ideas and opinions are heard – we value our staff as individuals and recognize all contributions as a critical element to our wider success.

Working with some of the world\’s biggest brands, Oak’s customers are at the centre of everything we do. We are currently looking for a Technical Support Specialist to join our Support team. Working alongside our Technical Support Lead you will play a key role in delivering a world class support experience to our customers.

Responsibilities

• Provide technical support and guidance to customers via phone, email and chat.
• Troubleshoot issues reported by customers and perform root cause analysis.
• Resolve technical problems efficiently and effectively, escalating complex issues to 2nd Line support where necessary.
• Collaborate with cross-functional teams to identify and resolve customer concerns.
• Able to plan, prioritise and organise workload, consistently working within service standards and agreed objectives.
• Identify opportunities for process improvement and contribute to the enhancement of support systems.

Requirements / Experience

• Proven work experience as a Technical Support Specialist or similar role.
• Strong knowledge of computer systems, hardware, and software.
• Excellent problem-solving and troubleshooting skills.
• Exceptional customer service and communication skills.
• Ability to work well in a fast-paced, team-oriented environment.
• Experience with remote support tools and ticketing systems (or similar software).

Nice to have

• Bachelor\’s degree in Computer Science, Information Technology, or a related field

Benefits / Perks

• Company laptop
• Flexible holidays
• Gym membership subsidy
• Vitality Health Insurance for you and your family
• Pension
• Extensive training
• Social events
• Based in Newcastle upon Tyne (hybrid with 2 / 3 days in the office)