Technical Support Agent

About the Role

Our client is looking for a technically adept and customer-focused Technical Support Agent to join their team in Sunderland . You will play a critical role in assisting customers with technical issues, ensuring they can effectively use our client's products and services. This position requires a blend of technical knowledge and excellent communication skills to provide effective troubleshooting and support. Working within a hybrid model, you'll contribute to a positive user experience and help maintain the company's reputation for reliable technical assistance in the Tyne and Wear region.

Key Responsibilities

• Diagnose and resolve technical hardware and software issues reported by customers.
• Provide step-by-step technical guidance and clear instructions to users.
• Escalate unresolved issues to senior technical staff or development teams.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Previous experience in a technical support or helpdesk role, with a strong understanding of IT systems.
• Familiarity with operating systems (Windows, macOS) and common software applications.
• Excellent problem-solving and analytical skills.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Adept at using remote support tools and diagnostic utilities.

Benefits

• Competitive salary and performance incentives.
• Hybrid work arrangement, balancing office-based and remote work.
• Opportunities for training and certification in relevant technologies.
• A collaborative environment focused on problem-solving and customer satisfaction.
• Company-provided equipment and support resources.