Technical Support Specialist
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
About the Role
We are seeking a mid-level Technical Support Agent who is technically inclined logical in their approach and highly effective in both written and interpersonal communication. You will play a key role in supporting customers who rely on our workplace management SaaS platform. This role requires someone who can troubleshoot complex issues confidently while building strong positive relationships with users and internal teams.
Key Responsibilities
- Customer Support & Troubleshooting
- Deliver timely accurate and empathetic support through email chat and calls.
- Diagnose and resolve a wide range of technical issues relating to desk bookings workplace rules user access and integrations.
- Break down problems logically reproduce issues and provide clear explanations users can understand.
- Guide customers through configurations workflows and product best practices using concise and effective written communication.
- Technical Analysis & Escalation
- Investigate logs system settings and user-level configurations to identify root causes.
- Collaborate closely with engineering teams providing detailed and well-structured escalation notes.
- Review data (CSV uploads sync errors workspace rules) and identify inconsistencies or misconfigurations.
- Product Knowledge & Advisory
- Develop deep product expertise across modules including desk booking rooms visitor management reporting and admin controls.
- Support customers during onboarding or workspace setup providing guidance on optimisation and configuration.
- Identify opportunities to enhance customer workflows and recommend best practices.
- Documentation & Improvement
- Draft clear well-structured articles troubleshooting guides and internal documentation.
- Identify recurring issues and propose product or process improvements.
Requirements
Requirements
- 3 years of experience in technical support IT helpdesk or SaaS customer support.
- Strong logical reasoning and ability to analyse issues methodically.
- Excellent written communication able to craft clear concise and professional messages.
- Strong interpersonal skills able to build rapport manage expectations and communicate with both technical and non-technical users.
- Comfortable troubleshooting web applications browser issues and cloud-based systems.
- Ability to interpret logs error messages and basic API responses.
- Organised detail-oriented and able to manage multiple cases concurrently.
Nice-to-Have Skills
- Experience supporting enterprise customers and admin-level configurations.
- Familiarity with SSO/IdP integrations calendar integrations or workplace management systems.
Success in This Role Looks Like
- Customers receive clear confident and friendly support.
- Issues are diagnosed efficiently and escalated with complete context.
- Documentation is improved through clear high-quality writing.
- High CSAT scores and reduced repeat tickets.
Required Skills:
Requirements 3 years of experience in technical support IT helpdesk or SaaS customer support. Strong logical reasoning and ability to analyse issues methodically. Excellent written communication able to craft clear concise and professional messages. Strong interpersonal skills able to build rapport manage expectations and communicate with both technical and non-technical users. Comfortable troubleshooting web applications browser issues and cloud-based systems. Ability to interpret logs error messages and basic API responses. Organised detail-oriented and able to manage multiple cases concurrently. Nice-to-Have Skills Experience supporting enterprise customers and admin-level configurations. Familiarity with SSO/IdP integrations calendar integrations or workplace management systems. Success in This Role Looks Like Customers receive clear confident and friendly support. Issues are diagnosed efficiently and escalated with complete context. Documentation is improved through clear high-quality writing. High CSAT scores and reduced repeat tickets.
Company Industry
IT Services and IT Consulting
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
