Technical Support Engineer (Business to Business) in Stoke-on-Trent

Key Responsibilities

• Provide technical support via phones, tickets, and live chat.
• Engage customers via multiple interfaces.
• Practice empathy and positive word choices when communicating with customers.
• Resolve first level issues by:
• Determining the nature of the issue by identifying what the customer is trying to accomplish.
• Gathering information from the customer including steps that customer took.
• Attempting to reproduce reported issues.
• Analyzing the symptoms and, where possible, identifying the underlying problem.
• Offering relevant troubleshooting steps and/or solutions.
• Directing customers to appropriate help articles.
• Communicate and follow-up with customers.
• Escalate unresolved issues to second level support with appropriate detail.
• Monitor for and proactively identify potential or emerging issues.
• Participate as an integral member of the shift-based team and make recommendations regarding solutions.
• Keep up to date with all communication that impacts the organization.

Job Qualifications

• Proficiency in English interpersonal/communication skills, both written and verbal.
• Demonstrate empathy, patience and understanding in stressful situations.
• Enjoy solving problems for customers.
• Cultivate respectful relationships with colleagues.
• Maintain consistency in attendance, time management, attention to detail, and commitment.
• Be unconditionally reliable and available to work scheduled shifts.
• Work well independently and as part of a team.
• Adapt to change.
• Resolve conflict effectively.
• Accept constructive criticism for enhancement of knowledge and skills.
• Learn new skills in a timely manner without sacrificing existing responsibilities.
• Expand deductive reasoning and problem-solving skills.
• Prioritise tasks accurately and make decisions within established guidelines and policies.
• 3+ years recent work experience in technical troubleshooting and problem-solving.
• Primary use of spoken and written English in a work environment focused on customer interactions.
• Customer service experience in a technical support position.
• Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software.
• Knowledge and/or use of commonly used Internet Protocols.
• Internet ready device knowledge and associated applications.
• Experience with the following is strongly preferred: VPN, Office 365 / Google Workspace, Virtual Machines, Zendesk, Confluence and Jira.

Education

• Minimum – High school and at least one professional technical certification.
• Preferred – College diploma/University degree in technology related discipline.

Working Condition / Requirements

• This is a full-time position with a competitive benefit package.
• This is a 24-hour × 365 days per year support organization.
• The work week is 40 hours.
• Schedules are static with 2 days off per week.
• Schedules may involve holidays, weekends, day, or evening shifts.

Benefits

Vipre Security Group offers competitive salaries and robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off. Employees can participate in Employee Resource Groups, company-sponsored events, and professional growth opportunities.

Compensation Range

Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job-related knowledge, skills, experience, and geographic location.

Equal Opportunity Employer

Ziff Davis is an Equal Opportunity Employer. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to oe@ziffdavis.com.