Remote Technical Support Specialist

About the Role

Our client is looking for a proactive and customer-focused Remote Technical Support Specialist to join their expanding team, servicing clients remotely from Newcastle upon Tyne . In this vital role, you will provide first-line technical assistance to users experiencing issues with our client's range of products and services. You will diagnose problems, guide users through step-by-step solutions, and escalate complex issues to higher technical tiers, all while working from a dedicated home office. This is an ideal opportunity for an individual passionate about technology and customer service, seeking a career in a remote-first environment that values communication, problem-solving, and continuous learning within the Installation & Maintenance support sector.

Key Responsibilities

• Provide remote technical support via phone, email, and chat to troubleshoot and resolve user issues.
• Diagnose hardware and software problems related to installed equipment and systems.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Guide users through installation, setup, and operational procedures for various products.
• Escalate unresolved technical issues to appropriate departments, ensuring a smooth handover.
• Contribute to the knowledge base by creating and updating FAQs and troubleshooting guides.

Requirements

• Previous experience in a technical support or customer service role.
• Strong understanding of common operating systems and software applications.
• Excellent communication and active listening skills, with the ability to explain technical concepts clearly.
• Proficiency in using remote support tools and ticketing systems.
• Self-motivated and able to manage workload effectively in a remote setting.
• A stable internet connection and a suitable home working environment are required.

Benefits

• Competitive salary with potential for performance-based incentives.
• Comprehensive remote work setup support.
• Private health insurance and mental well-being programs.
• Paid training and opportunities for IT certifications.
• Flexible working hours within designated support windows.