Technical Support Agent

About the Role

Our client is seeking a detail-oriented and technically adept Technical Support Agent to join their expanding team in Cardiff . You will be responsible for providing first-line technical assistance to customers, diagnosing and resolving software and hardware issues. This role is critical in ensuring our clients can effectively use our products and services. We are looking for someone with a passion for technology and a commitment to delivering excellent support, operating in a fully remote capacity from anywhere in the UK, but ideally based near Cardiff for occasional team meetups.

Key Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software, hardware, and network issues.
• Guide users through step-by-step solutions and remote access troubleshooting.
• Escalate complex technical problems to higher-level support or engineering teams.
• Maintain a knowledge base of common issues and solutions.

Requirements

• Proven experience in a technical support role, ideally with a focus on software or IT.
• Strong understanding of operating systems, computer hardware, and common software applications.
• Excellent troubleshooting and analytical skills.
• Great communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive health and wellness programs.
• Opportunities for training and certifications in IT support.
• Flexible working hours within a remote setup.
• Supportive team environment with access to IT resources.