Technical Support Engineer

About the Role

Our client is seeking a dedicated Technical Support Engineer to join their customer service team in Birmingham, West Midlands . This role is critical in ensuring our clients receive timely and effective technical assistance for their inquiries. You will be at the forefront of resolving technical challenges, acting as a key liaison between customers and our client's product development teams. This is an excellent opportunity for an individual passionate about technology and customer satisfaction to contribute to a growing company, offering hands-on experience with innovative solutions and a supportive team atmosphere.

Key Responsibilities

• Provide first-level technical support and troubleshooting for a range of software products and services.
• Respond to customer inquiries via phone, email, and support tickets in a timely and professional manner.
• Diagnose and resolve technical issues, escalating complex problems to senior engineers when necessary.
• Document all customer interactions, technical issues, and resolutions in the support system.
• Assist in creating and updating knowledge base articles and FAQs to improve self-service options.
• Gather customer feedback to help identify potential product improvements.

Requirements

• Previous experience in a Technical Support or Helpdesk role.
• Familiarity with common operating systems and software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities and work efficiently under pressure.
• A proactive and customer-focused attitude.

Benefits

• Competitive annual salary and performance-based incentives.
• Opportunity to work in a vibrant city centre location in Birmingham .
• Generous holiday allowance and company benefits.
• Continuous training and development programs.
• A collaborative and friendly work environment.