Digital Support Specialist

About the Role

Our client is seeking a tech-savvy and customer-focused Digital Support Specialist to join their fully remote team. This role is crucial in providing exceptional online support to users of their digital care platforms and services, ensuring they can navigate and utilise the tools effectively. You will be the first point of contact for users experiencing technical difficulties or seeking guidance on platform features, resolving issues efficiently and empathetically. This is an excellent opportunity for an individual passionate about technology and customer service to contribute to the seamless delivery of care and support services remotely, working from anywhere within the UK but based with a focus on supporting the Portsmouth community's digital access needs.

Key Responsibilities

• Provide timely and effective technical support to users via email, chat, and video calls for digital care platforms.
• Troubleshoot and resolve a wide range of user issues, from login problems to feature-specific queries.
• Create and maintain comprehensive user guides, FAQs, and knowledge base articles for self-service support.
• Escalate complex technical issues to the relevant internal teams, ensuring a seamless handover.
• Gather user feedback to identify trends and suggest improvements for the digital platforms.
• Maintain accurate records of support interactions and resolutions in the CRM system.

Requirements

• Proven experience in a technical support or customer service role, preferably within a digital environment.
• Strong understanding of common software applications and troubleshooting techniques.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using remote support tools and ticketing systems.
• A patient, empathetic, and solutions-oriented approach to customer service.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.

Benefits

• Competitive salary and comprehensive benefits package.
• Fully remote working arrangement, offering flexibility and autonomy.
• Opportunities for continuous learning and development in digital support technologies.
• A collaborative and supportive team culture, despite the remote nature of the work.
• The chance to enhance digital inclusion and user experience for care services users in the Portsmouth area and beyond.