Technical Support Specialist
Provides Tier 1 technical support to customers by diagnosing software, hardware, and device issues, managing tickets through resolution, and escalating complex cases. The role requires customer-facing communication, structured troubleshooting, and experience with Android and Windows.
About the job
Responsibilities
- Serve as the first point of contact for customer support calls and tickets, managing the support queue effectively.
- Own reported issues from initial contact through resolution.
- Research, diagnose, and troubleshoot software and hardware issues across the product suite.
- Escalate unresolved or complex issues to appropriate internal teams with clear, well-documented handovers.
- Prioritize and manage multiple tasks and competing demands.
- Create and contribute to user documentation and the internal knowledge base.
- Configure and prepare devices.
- Collaborate across projects and communicate effectively with customers, vendors, and internal stakeholders.
- Participate in a rotating after-hours support rota.
Requirements
- Proven experience in a customer-facing technical support or helpdesk role.
- Strong troubleshooting and analytical skills with a methodical approach to problem-solving.
- Excellent written and verbal communication skills.
- Experience with Android and Windows operating systems.
- Ability to prioritize and stay organized in a fast-paced environment.
Nice-to-haves
- Experience with SQL and basic SQL Server administration.
- Experience with Salesforce, Zendesk, or similar CRM and ticketing platforms.
- Experience with mobile device management tools.
- Familiarity with the waste, recycling, fleet, or logistics industries.
Compensation and Benefits
- £28,000–£30,000 annual salary.
- 25 days' holiday, plus 8 public holidays and 2 floating holidays.
- Sick pay.
- Company health benefits.
- Contributory pension scheme.
- Fully remote working within the UK.
Skills
Android, Windows, SQL, SQL Server, Salesforce, Zendesk, Mobile Device Management
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