Technical Support Representative

About the Role

Our client is seeking a knowledgeable Technical Support Representative to join their team at our Derby office. This role is critical in providing expert technical assistance to our customers, resolving complex issues related to our products and services. You will be an essential part of our technical support department, diagnosing problems, and implementing effective solutions. This position requires strong technical aptitude and excellent communication skills, operating within a dedicated office environment. If you are passionate about technology and resolving technical challenges, this is an excellent opportunity to advance your career within a supportive and innovative company.

Key Responsibilities

• Provide technical support and troubleshooting for clients via phone and email.
• Diagnose and resolve hardware, software, and network issues.
• Guide customers through product setup, usage, and maintenance.
• Document technical issues and resolutions thoroughly in the support system.
• Escalate unresolved issues to senior technical staff or engineering teams.
• Contribute to the development of technical documentation and knowledge base articles.

Requirements

• Proven experience in a technical support role or similar IT position.
• Strong understanding of computer hardware, operating systems, and common software applications.
• Familiarity with network protocols and troubleshooting techniques.
• Excellent problem-solving and analytical abilities.
• Strong communication skills, capable of explaining technical concepts clearly.
• Must be able to work from our Derby office.

Benefits

• Competitive salary package with performance incentives.
• Opportunities for advanced technical training and certifications.
• Comprehensive health, dental, and vision insurance.
• A dynamic work environment with opportunities for growth.
• Retirement savings plan options.