Technical Support Specialist

About the Role

Our client is seeking a knowledgeable and proactive Technical Support Specialist to join their team in Reading . This role is integral to providing high-level technical assistance to clients, resolving complex issues, and ensuring the seamless operation of our software products. You will work closely with customers, guiding them through technical challenges and ensuring they have a positive experience. This hybrid position offers the flexibility to work from our office in Reading and remotely, fostering a productive and adaptable work environment. If you have a strong technical aptitude and a passion for customer satisfaction, this role provides an excellent platform for growth.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and remote access tools.
• Diagnose and resolve complex software and hardware issues, including system configurations and integrations.
• Document technical solutions, create knowledge base articles, and maintain support documentation.
• Collaborate with the engineering and product development teams to report and resolve bugs.
• Manage support tickets, prioritizing and escalating issues as needed to ensure timely resolution.
• Conduct remote training sessions for customers on product features and best practices.

Requirements

• Proven experience in a technical support or helpdesk role, preferably with software products.
• Strong understanding of operating systems, networking concepts, and common IT infrastructure.
• Excellent analytical and problem-solving skills with a methodical approach.
• Proficiency with CRM and ticketing systems .
• Strong communication and interpersonal skills, with the ability to explain technical information clearly.
• Comfort working in a hybrid model, adapting to both office and remote work requirements.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health, dental, and vision insurance.
• Generous vacation and sick leave policy.
• Opportunities for professional development and certifications in Reading .
• A dynamic hybrid work environment with a focus on collaboration and innovation.