Technology Support Specialist

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

📋 Description

• Act as a specialist in hardware and software solutions and their interactions with equipment.

• Deliver technical assistance through various channels for installation, operation, and troubleshooting, adhering to established policies and procedures.

• Share insights and concerns related to user experience opportunities or challenges.

• Serve as the main liaison between engineering teams and users regarding the installation, functionality, and utilization of technology products.

• Create and update documentation, including knowledge articles, runbooks, and FAQs.

• Proactively identify recurring issues and propose enhancements to processes or products.

• Achieve or surpass contact center quality metrics (FCR, ASA/response time, handle time, CSAT) while managing SLA commitments.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A high school diploma or equivalent is required.

• A Bachelor’s degree in a technical discipline is preferred.

• An Associate’s degree in a technical field with two years of relevant experience will be considered.

• A minimum of four (4) years of related experience is preferred, or an equivalent combination of education and experience.

• 1–2 years of SaaS or product support experience in a customer-facing environment is a plus.

• Experience with Tier 1 and Tier 2 support, including clear escalation protocols.

• Experience in contact center support, managing calls, chats, and emails.

• Familiarity with contact center applications (e.g., Genesys Cloud, Five9, Avaya).

• Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk).

• Familiarity with ITIL is an advantage.

🏝️ Benefits

• A reliable high-speed internet connection and an appropriate workspace are necessary.

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