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For Companies At a Glance
- Tasks: Provide expert tech support and troubleshoot various technology platforms for customers.
- Company: Join a leading automotive aftermarket company with a global reach.
- Benefits: Enjoy remote work, competitive pay, and opportunities for professional growth.
- Other info: Flexible work schedule with minimal travel and a dynamic remote work environment.
- Why this job: Make a difference by enhancing user experiences with innovative technology solutions.
- Qualifications: Tech-savvy individuals with customer service experience are encouraged to apply.
The predicted salary is between 30000 - 40000 £ per year.
The Technology Support Specialist assists customers and end users during the installation and use of various technology platforms external to equipment systems. The Automotive Aftermarket Europe division manufactures and supplies specialty and innovative chemicals for the automotive aftermarket. Products are manufactured in Spain and Belgium and commercialized globally across Europe, the Middle East, Russia, Asia, and Africa.
What You’ll Be Doing (Responsibilities)
- Serve as an expert in hardware and software offerings and how they interact with equipment.
- Provide technical support through various channels on installation, operation, and troubleshooting in accordance with policies and procedures.
- Voice suggestions and concerns regarding user experience opportunities or issues.
- Act as primary intermediary between engineering teams and users regarding installation, function, and use of technology products.
- Develop and maintain documentation, including knowledge articles, runbooks, and FAQs.
- Proactively identify recurring issues and recommend process or product improvements.
- Meet or exceed contact center quality metrics (FCR, ASA/response time, handle time, CSAT) while balancing SLA commitments.
- Perform other duties as assigned.
Education and Experience
- High school diploma or equivalent required.
- Bachelor’s degree in a technical field preferred.
- Associate’s degree in a technical field with two years’ related experience considered.
- Four (4) years related experience preferred (or equivalent combination of education and experience).
- 1–2 years SaaS or product support experience in a customer-facing role a plus.
- Experience with Tier 1 and Tier 2 support, including clear escalation practices.
- Contact-center support experience handling calls, chats, and emails.
- Familiarity with contact center applications (e.g., Genesys Cloud, Five9, Avaya).
- Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk).
- ITIL familiarity is a plus.
Skills and Abilities
- General knowledge of software systems and computer science concepts.
- Demonstrated experience with various software systems.
- Strong written and verbal communication skills; able to translate technical details clearly.
- Strong organizational and time management skills; able to manage multiple tickets to SLA.
- Strong service orientation and customer service skills.
- Ability to quickly understand new software capabilities.
- Wireless and IoT networking knowledge a plus (Wi‑Fi standards, RF concepts, SSID/security, IoT provisioning, BLE, Zigbee, Z‑Wave, device management, security practices).
- Linux shell experience a plus (basic navigation and utilities such as ls, cd, grep, cat).
Work Schedule
- Sunday–Thursday and Tuesday–Saturday coverage model.
- May include occasional holidays and weekends.
Work Arrangement
- 100% Remote; reliable high-speed internet and suitable workspace required.
- Travel: Minimal travel (less than 10%).
Standard and Physical Requirements:
Position involves prolonged sitting, standing, manual dexterity, stooping, bending, and minimal lifting.
Technology Support Specialist employer: Witan Search
Contact Detail:
Witan Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technology Support Specialist
✨Tip Number 1
Get to know the company inside out! Research their products and services, especially in the automotive aftermarket. This will help you speak their language during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your tech skills! Brush up on your knowledge of software systems and customer support tools like Zendesk or ServiceNow. Being able to demonstrate your technical expertise can really set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Technology Support Specialist
Some tips for your application 🫡
Show Your Tech Savvy: Make sure to highlight your experience with hardware and software in your application. We want to see how you’ve tackled tech challenges before, so don’t hold back on those examples!
Be Clear and Concise: When writing your application, keep it straightforward. Use simple language to explain your skills and experiences, especially when discussing technical details. We appreciate clarity!
Tailor Your Application: Take a moment to customise your application for the Technology Support Specialist role. Mention specific tools or systems you’ve worked with that align with our needs, like SaaS or incident management systems.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Witan Search
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of hardware and software systems relevant to the role. Be prepared to discuss how these technologies interact with equipment, as this will show your expertise and confidence during the interview.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, think of examples where you've provided excellent support in previous positions. Highlight your experience with contact centre applications and how you’ve handled various support channels like calls, chats, and emails.
✨Prepare for Technical Questions
Expect some technical questions related to troubleshooting and installation processes. Familiarise yourself with common issues and solutions, and be ready to explain your thought process when resolving problems. This will demonstrate your analytical skills and ability to think on your feet.
✨Communicate Clearly and Effectively
Practice explaining complex technical concepts in simple terms. Strong communication skills are crucial for this role, so make sure you can articulate your thoughts clearly. Consider doing mock interviews with friends or family to refine your delivery.