Technical Support Lead

• Responsible for leading the second line Technical Support solution and escalating to third line external support when required.
  
• Using a variety of troubleshooting techniques ensuring the customer receives a firsttime fix / solution whilst also helping the customer to be empowered to be able to navigate troubleshoot & install product themselves moving forward.
  
• Respond to customer inquiries via phone email or chat in a professional and courteous manner.
  
• Listen attentively to customer concerns ask probing questions to understand the issue and provide appropriate solutions or troubleshooting steps.
  
• Develop a comprehensive understanding of the companys products features and functionalities.
  
• Stay informed about product updates new releases and industry trends to provide accurate and uptodate information to customers.
  
• Challenge the status quo to do things better continuously assess our products then make suggested improvements via the appropriate channel / stakeholder.
  
• Collaborate with other areas of the business where appropriate to assist in ensuring our customers receive the best customer experience possible.
  

Requirements

• Proven experience in a technical support role.
  
• Strong technical aptitude and troubleshooting skills with proficiency in diagnosing hardware software and network issues.
  
• Excellent communication skills both verbal and written with the ability to convey technical concepts to nontechnical users.
  
• Customercentric mindset with a passion for delivering exceptional service and support.
  
• Ability to work independently and collaboratively in a fastpaced teamoriented environment.
  
• Familiarity with help desk software CRM systems and remote support tools.
  
• Stay updated on industry trends best practices and advancements in technology relevant to training and technical support.
  

• High school diploma or equivalent: In Computer Science Information Technology or related field preferred.
  
• A natural ability for learning about technical products and interlink / applications.
  
• A hunger and excitement to work for a fastgrowing business.
  
• Experience in an engineering/technology led organisation.
  
• A willingness to rollup sleeves be flexible and take responsibility.
  

• A clear and effective communicator
  
• Charismatic with a sense of fun
  
• Desire to succeed and deliver exceptional output
  
• People driven and results orientated
  
• Confident with a strong selfbelief and a positive attitude
  
• Problemsolver who takes ownership and will chase down problems to resolution
  

Benefits

• This is a full time role at 37.5hrs per week.
  
• We are open from 9.00am to 5.30pm
  
• We are offering circa 28000 for this role.
  
• Private Medical Health insurance is available.