Technical Support Analyst – Tier I

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver outstanding customer service within a dynamic call centre setting.

• Address incoming inquiries from customers and provide timely responses.

• Diagnose a range of desktop computer problems including internet connectivity issues, printer performance, and proprietary security software operations.

• Install and set up proprietary software on customers' remote computers.

• Carefully document and update cases in our ticketing system.

• Recognize and escalate priority cases to higher-tier team members or supervisors when necessary.

• Execute additional related tasks as assigned.

⛳️ Requirements

• Proficiency in hardware: Diagnosing symptoms of hardware malfunctions, printing issues, and common failure points.

• Strong oral and written communication skills to effectively convey information across a diverse range of technical knowledge and understanding.

• Capability to work independently and manage multiple tasks simultaneously.

• Exhibits enthusiasm for and the ability to rapidly learn new products and technologies.

• Tool expertise: Experience with CRM systems (Salesforce preferred), ticket tracking systems, remote access tools, SharePoint, and MS Office.

• Previous experience with Linux is advantageous.

• Network knowledge: Understanding of routers, switches, IP addressing, wired and wireless connectivity, and networked printers.

• Proficiency in Windows OS, macOS, MS Office, and Adobe Reader.

🏝️ Benefits

• Comprehensive employee benefits package*

• Employee Assistance Program (EAP).

• Employee Referral Bonus Program.

• Opportunities for career development and advancement.

• Performance-based bonuses.

• Employee Recognition Rewards Program.

• *Benefits package may vary based on your position, location, and other eligibility criteria.