Technical Support Agent

About the Role

Our client is recruiting a proactive and technically adept Technical Support Agent to join their team in Sunderland . This role is central to providing our customers with effective technical assistance, resolving issues, and ensuring a smooth user experience with our products and services. You will be a critical link between our customers and our technical departments, translating complex technical information into understandable solutions. This position offers a fantastic opportunity for individuals with a passion for technology and a commitment to excellent customer care, within a supportive and evolving work environment.

Key Responsibilities

• Diagnose and resolve technical hardware and software issues for customers.
• Guide users through problem-solving processes and troubleshooting steps.
• Escalate unresolved issues to senior technical staff or relevant departments.
• Document all technical issues and their resolutions in the support system.
• Provide feedback to the product development team on recurring technical problems.

Requirements

• Proven experience in a technical support role or similar.
• Strong knowledge of computer hardware, operating systems, and common software.
• Excellent problem-solving and analytical skills.
• Good communication skills, with the ability to explain technical concepts clearly.
• Familiarity with remote support tools and ticketing systems is advantageous.

Benefits

• Competitive salary with performance-based incentives.
• Hybrid work arrangement offering a balance of office and remote work.
• Extensive training on our products and services.
• Health insurance and retirement savings plan options.
• A dynamic and supportive team environment in Sunderland .