Technical Support Specialist

About the Role

Our client is seeking a proactive and customer-focused Technical Support Specialist to join their expanding installation and maintenance department in Coventry . This hybrid role offers a blend of on-site responsibilities and remote support, focusing on assisting clients with technical queries, troubleshooting equipment issues, and facilitating installations. You will play a vital role in ensuring our clients receive timely and effective support, contributing to the overall success and reputation of our technical services. This position is ideal for an individual with strong technical aptitude and excellent communication skills who enjoys problem-solving.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and ticketing systems, addressing inquiries related to installation and maintenance.
• Diagnose and resolve common technical hardware and software issues, escalating complex problems to senior engineers.
• Assist in the planning and coordination of on-site installations and maintenance visits.
• Prepare and maintain technical documentation, FAQs, and user guides for common issues and procedures.
• Monitor support queues and ensure all customer requests are handled within agreed service level agreements (SLAs).
• Collaborate with the installation and engineering teams to provide feedback on product performance and recurring issues.

Requirements

• Previous experience in a technical support or customer service role, preferably within a technical field.
• Familiarity with installation processes and general maintenance procedures.
• Strong diagnostic and problem-solving abilities.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work effectively both independently and as part of a hybrid team in the Coventry area.

Benefits

• Competitive salary package.
• Hybrid working model offering flexibility.
• Opportunities for training and skill development in technical support.
• Company-provided equipment for remote work.
• A supportive and collaborative work environment within the Coventry hub.