Technical Support Agent

About the Role

Our client is seeking an adept Technical Support Agent to join their remote team, supporting customers from Manchester and beyond. In this vital role, you will be the technical front-line for customers experiencing issues with our products or services, providing clear, concise, and effective solutions. You will utilize your problem-solving skills and technical knowledge to diagnose problems and guide users through resolution steps. This position is fully remote, offering the flexibility to work from home while being a key part of a collaborative and innovative support department.

Key Responsibilities

• Diagnose and resolve technical hardware and software issues for customers remotely.
• Guide users through step-by-step solutions, explaining technical concepts in an easy-to-understand manner.
• Provide end-user support for various applications and systems.
• Accurately document technical issues and their resolutions in the support system.
• Identify and escalate recurring technical issues to the engineering team for deeper analysis.

Requirements

• Proven working experience in a technical support role or similar helpdesk position.
• Excellent troubleshooting skills and a strong understanding of common operating systems and software.
• Ability to communicate complex technical issues to a non-technical audience.
• Experience with remote support tools and ticketing systems.
• Self-motivated with the ability to manage workload effectively in a remote setting.

Benefits

• Competitive salary package with regular reviews.
• Opportunity to work fully remotely from anywhere in the UK.
• Access to cutting-edge technology and training resources.
• Contributory pension scheme and life assurance.
• A positive and supportive remote work culture.