Technical Support Agent

About the Role

Our client is seeking a detail-oriented Technical Support Agent to join their customer service team in Southampton . This role is pivotal in providing first-line technical assistance to customers, resolving issues related to their products and services. You will act as a crucial link between customers and the technical team, ensuring smooth operations and customer satisfaction. The position adopts a hybrid model, combining remote work flexibility with essential in-office collaboration. The ideal candidate will possess strong troubleshooting skills and a passion for technology, coupled with excellent communication abilities to guide users effectively. This is a rewarding opportunity to contribute to a growing company and enhance technical support expertise.

Key Responsibilities

• Provide technical assistance and support for incoming queries and issues related to software and hardware.
• Respond to customer requests for technical support in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues, escalating to senior engineers when necessary.
• Walk customers through problem-solving processes and document solutions.
• Install, modify, and repair computer hardware and software.
• Maintain records of all technical support interactions and resolutions in the ticketing system.

Requirements

• Proven experience in a technical support role or similar customer service function.
• Strong knowledge of computer hardware, software, and basic networking concepts.
• Excellent problem-solving and analytical skills.
• Good communication and interpersonal skills, capable of explaining technical issues to non-technical users.
• Ability to work independently and collaboratively in a hybrid environment.
• Familiarity with remote support tools and ticketing systems.

Benefits

• Competitive salary and performance incentives.
• Hybrid work arrangement balancing flexibility and teamwork.
• Comprehensive medical, dental, and vision insurance.
• Opportunities for technical certifications and career advancement.
• Access to modern office facilities and a dynamic work atmosphere.