Technical Support Specialist

About the Role

Our client is seeking a skilled Technical Support Specialist to join their growing team, based remotely but serving clients across Edinburgh and Scotland. You will be responsible for providing high-level technical assistance and troubleshooting for our clients' software and hardware issues. This role is critical for ensuring customer satisfaction and seamless operation of our technological solutions. You will work independently within a collaborative, remote-first culture that emphasizes problem-solving, continuous learning, and empowering customers through effective technical support, contributing to the company's reputation for excellence in IT service delivery.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers.
• Provide clear and concise technical guidance and support via remote channels.
• Manage and prioritize support tickets, ensuring timely resolution of critical issues.
• Document technical solutions and contribute to the knowledge base.
• Collaborate with engineering teams to identify and report product bugs.
• Assist with the installation and configuration of software and hardware for clients.

Requirements

• Proven experience in a technical support role, preferably with software products.
• Strong understanding of operating systems, networks, and common IT infrastructure.
• Excellent troubleshooting and problem-solving skills.
• Proficiency in using remote support tools and ticketing systems.
• Exceptional communication skills for explaining technical concepts to non-technical users.
• Relevant IT certifications are a plus.

Benefits

• Competitive salary with potential for bonuses.
• Fully remote working opportunity, offering excellent flexibility.
• Comprehensive health and dental benefits.
• Generous paid time off and public holidays.
• Access to cutting-edge technology and professional development resources.