Technical Support Agent

About the Role

Our client is looking for a proactive and technically adept Technical Support Agent to join their team in Coventry . In this role, you will be instrumental in assisting customers with technical challenges related to the company's products and services. You will diagnose, troubleshoot, and guide users through step-by-step solutions, ensuring minimal disruption to their operations. This is a fantastic chance to hone your technical expertise and customer service skills within a company that values innovation and employee growth, working in a hybrid model that blends office collaboration with remote flexibility, all based in the vibrant city of Coventry .

Key Responsibilities

• Provide first-line technical support to customers experiencing hardware, software, or network issues.
• Diagnose and resolve technical problems efficiently, using a logical and systematic approach.
• Guide customers through troubleshooting steps via phone, email, or remote desktop sessions.
• Document all support interactions, resolutions, and recurring issues in the ticketing system.
• Collaborate with senior support staff and development teams on complex technical challenges.

Requirements

• Previous experience in a technical support or helpdesk environment is essential.
• Solid understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Excellent problem-solving and diagnostic skills.
• Strong communication skills, able to explain technical information clearly to non-technical users.
• Ability to work effectively in a hybrid work setting, balancing remote and office-based tasks.

Benefits

• Competitive salary package with regular reviews.
• Hybrid working model offering flexibility.
• Access to ongoing training and certification programs in relevant technologies.
• Modern office facilities in Coventry .
• Company-sponsored social events and team-building activities.