Remote Technical Support Engineer

About the Role

Our client is actively seeking an experienced and self-motivated Remote Technical Support Engineer to join their distributed team, serving clients across the UK from Leeds . This position is crucial for providing high-level remote assistance, troubleshooting, and technical guidance to users experiencing issues with our client's complex systems. You will be the primary point of contact for technical challenges, requiring excellent communication skills and a deep understanding of the product suite, all delivered effectively from your home office. This role champions a remote-first culture, fostering collaboration and support across geographical boundaries.

Key Responsibilities

• Provide expert remote technical support via phone, email, and chat to diagnose and resolve user issues.
• Troubleshoot complex hardware, software, and network problems, guiding users through resolution steps.
• Document all support interactions, solutions, and recurring issues in the CRM system.
• Escalate unresolved issues to higher-level support or development teams, providing detailed diagnostic information.
• Develop and maintain a knowledge base of common issues and their solutions for both internal and external use.
• Proactively identify areas for product or service improvement based on customer feedback and support trends.

Requirements

• Minimum of 3 years of experience in technical support or a similar client-facing technical role.
• Strong understanding of operating systems, networking protocols, and common software applications.
• Excellent remote troubleshooting skills and the ability to guide users effectively.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly.
• Ability to work autonomously and manage time effectively in a remote work setting.
• Must have a reliable internet connection and a dedicated workspace conducive to remote work.

Benefits

• Competitive remote salary with potential performance-based bonuses.
• Fully remote working arrangement, offering flexibility and work-life balance.
• Comprehensive health and wellness benefits package.
• Opportunities for continuous learning and professional certifications.
• A collaborative and supportive virtual team environment with regular online interaction, serving clients across the UK.