Support Engineer (First Line Support)

Position:

Remote
£25,000 - 32,000 per annum

Company Description: We are a leading company providing exceptional support and training services to a diverse client base. With our commitment to excellence, we pride ourselves on delivering outstanding customer satisfaction through our technical expertise and comprehensive support solutions.

Job Summary: As a Support Engineer, you will play a vital role in providing first-line support to our clients. You will have the opportunity to work with cutting-edge technologies and collaborate with a team of skilled professionals. Your dedication to customer service and problem-solving skills will ensure a smooth and efficient support experience for our clients. Extensive training and development opportunities will be provided to enhance your technical knowledge and expertise.

Responsibilities:

  • Respond promptly and professionally to incoming support requests via various channels (phone, email, chat, etc.).
  • Troubleshoot and resolve technical issues reported by clients, utilizing available resources and following established procedures.
  • Provide accurate and detailed documentation of client interactions and resolutions in the support ticketing system.
  • Collaborate with cross-functional teams to escalate complex issues and follow up until resolution.
  • Assist in the development and maintenance of support documentation, including knowledge base articles and FAQs.
  • Participate in training sessions to continuously enhance product knowledge and technical skills.
  • Deliver exceptional customer service by effectively communicating with clients, ensuring a positive support experience.
  • Proactively identify opportunities for process improvement and contribute to the enhancement of support procedures.
  • Stay updated on industry trends and emerging technologies to provide valuable insights to clients and internal teams.
  • Adhere to service level agreements (SLAs) and prioritize support requests based on urgency and impact.
  • Contribute to a positive team environment, fostering collaboration, knowledge sharing, and a customer-centric approach.

Qualifications:

  • Previous experience in a customer support role, preferably in a technical environment.
  • Strong problem-solving skills with the ability to analyze and troubleshoot complex issues.
  • Excellent communication skills, both verbal and written, with a customer-focused approach.
  • Ability to multitask, prioritize work effectively, and meet deadlines in a fast-paced environment.
  • Technical aptitude and willingness to learn new technologies and tools.
  • Familiarity with support ticketing systems and remote support tools is a plus.
  • Commitment to continuous learning and professional development.
  • Team player with a positive attitude and strong interpersonal skills.

Benefits:

  • Comprehensive training and development programs to enhance technical knowledge and skills.
  • Opportunities for career growth and advancement within the company.
  • Competitive salary and benefits package.
  • Dynamic and inclusive work environment.
  • Exposure to a wide range of technologies and industries.

Apply Here

Menu