IT Support Technician

A fantastic opportunity for an IT Support Technician to join an established, leading midlands based technology company with exciting growth plans. Benefits – remote working, up to £100 per month contribution to office costs, private healthcare, contributory pension, 23 days Annual leave + statutory Bank holidays + birthday off Must have right to work in the UK withouth sponsorship Job & Department Summary Delivery of the Support service is the first point of contact for customers regarding our products and is a critical component in ensuring our customers have a positive experience at all times. The Support Team provides technical assistance for any issues that arise with our software. This includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software. Delivering in a fast-paced environment and performing tasks alone or as a part of a team ensuring a positive customer experience at all times Each member of the team is an ambassador for the company, and we strive to offer the highest levels of customer service at all times. Essential Functions · To review details of the support ticket that a customer has logged in the our online support portal. · Triage the ticket to ensure the customer has provided all necessary information in order to understand the nature of the problem, how to recreate the issue · Assess the importance of the ticket and amend the priority level and ticket type if necessary · Respond quickly and efficiently to support tickets in line with defined service levels, providing product and technical support, escalating support tickets as appropriate in order that the customer is responded to within agreed timescales · Provide guidance to customers for training-related tickets where required · Record accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcome are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocation · Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction · Maintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources in order to exhaust investigation · Ensure customers are kept up-to-date with the progress tickets · Assist with the creation of knowledgebase documentation as requested · Assist with product specific fixes or release testing as required · Work in a timely fashion to deadlines and expectations as set by manager and schedule · Performs other duties as assigned by immediate manager or management team Key Performance Outcomes · Take responsibility for own learning & development, managing time appropriately to build knowledge of product and use, requesting any training requirements. · Meeting internal and customer service levels · To work collaboratively within the Team by supporting colleagues giving advice and assistance where sought, and communicating in an effective manner Required Skills & Experience · Education: GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience working with computer systems, operating environments/Microsoft Applications · Experience: 2 years minimum in a technical support role ideally combined with 1+ year of customer service experience · Technical / Functional Skills: o Strong written and verbal communication skills o Ability to demonstrate experience in delivering a high level of customer service o Ability to demonstrate a high level of problem-solving capabilities and approach o Multi-tasking capabilities and ability to thrive in a fast-paced environment o Ability and desire to expand with changing marketplace and technology