Technical Support Agent

About the Role

Our client is seeking a skilled Technical Support Agent to join their hybrid team based in Derby . This role is essential for providing timely and effective technical assistance to customers encountering issues with our client's software and services. You will diagnose problems, guide users through solutions, and ensure minimal disruption to their operations. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and the ability to communicate complex information clearly to a diverse user base.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware and software technical issues.
• Guide customers through step-by-step solutions for common problems.
• Escalate unresolved issues to higher-level support teams when necessary.
• Document all support interactions and resolutions accurately in the ticketing system.
• Contribute to the development of the knowledge base by creating and updating support articles.

Requirements

• Proven experience in a technical support role, preferably in IT or software support.
• Strong understanding of computer systems, networks, and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Good verbal and written communication skills, with the ability to explain technical concepts simply.
• Familiarity with helpdesk software and remote support tools.
• Ability to work effectively in a hybrid office and remote environment.

Benefits

• Competitive salary and potential for bonuses.
• Hybrid working model for flexibility.
• Comprehensive health insurance.
• Paid training and certifications.
• Opportunities for growth within the technical support field.