Tech Support Specialist

Social network you want to login/join with:Join our client''s dynamic tech support team! As a Tech Support Specialist, you''ll be responsible for providing top-notch technical support, triaging support requests, and managing incidents. You''ll have excellent problem-solving skills, a passion for technology, and a drive to add value to every customer interaction. If you thrive in a fast-paced environment and are excited to contribute to the success of our client''s tech support initiatives, we want you on our team!Location:

Wrexham - hybrid workingResponsibilities:Efficiently manage triage for all technical support requests received internallyBe the escalation point for client Support responses to initial queries, ensuring clients can be well informed through to completionUse your awareness of our systems and products to investigate incidents to try and resolve. Document and escalate problems to product developmentTake ownership of the internal support knowledge base and process documentation to decrease volume of queries and enable self-serveConstantly review support backlogs to ensure accurate priority and status of tickets is maintainedProvide regular reporting and analysis summariesA tenacious problem solver with a passion to add the most value to every support interactionSelf-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environmentExcited by tech solutions, technologically savvy, and confident with all the Microsoft packagesExperience in an IT/Application/Software Support role or similarKnowledge of the ITIL service desk management lifecyclePractical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloudAnnual leave 25-30 days depending on length of serviceSports and fitness allowancePension - after 3 months, 5% of salary from the company and 5% employee contributionLife insurance - after 3 months (4 times salary)Flexi-timeFree car parkingFree lunchIn this role, you''ll handle all technical support requests efficiently, ensuring that clients are well-informed throughout the process. You''ll investigate incidents, utilise your detailed product knowledge, and collaborate with various teams to resolve issues and improve the user experience. Your proactive approach will help reduce customer touchpoints and create self-service resources to maximise value for clients.You''ll be responsible for prioritising requests, meeting SLAs, and maintaining accurate ticket status and priority. Your strong communication skills, both written and verbal, will enable you to effectively convey information to clients and internal stakeholders.Our ideal candidate is self-motivated, highly organised, and thrives in a team-oriented environment. You have a diploma or bachelor''s degree in Computing, Computer Science, IT, or a similar field, along with practical experience in IT/Application/Software Support. Knowledge of the ITIL service desk management lifecycle and proficiency in help desk and CRM software will be beneficial in your role.In return, we offer a competitive salary, generous benefits package, and opportunities for professional development. With flexible working hours and an inclusive company culture, we prioritise work-life balance and employee well-being.Join our client''s innovative tech support team and contribute to their ongoing success. Apply today and take your tech support career to new heights!Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK and Ireland is an Equal Opportunities ..... full job details .....