Technical Support Specialist

Technical Support SpecialistAbout the RoleWe are looking for a proactive and customer-focused Technical Support Specialist to join a growing software support team. This is an exciting opportunity to work with a cloud-based business software platform, providing expert technical assistance to customers and helping them get the most from our solutions.You''ll be responsible for investigating technical issues, troubleshooting software problems, and working closely with internal teams to deliver timely resolutions. This role is ideal for someone who enjoys solving complex problems, communicating with customers, and working in a collaborative, fast-paced software environment.This position is hybrid, with a combination of office-based and remote working following the successful completion of probation.Key ResponsibilitiesCustomer SupportDeliver high-quality technical support to customers via telephone, email and support portal.Investigate and resolve software-related issues using effective troubleshooting techniques.Manage your own workload, ensuring support requests are prioritised and progressed within agreed service levels.Accurately record all customer interactions and technical findings within the support ticketing system.Assist customers with software functionality, configuration and best practice.Escalate complex or unresolved issues to senior technical teams when appropriate.Reproduce software defects and provide detailed information to engineering teams to support ..... full job details .....