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 interaction with equipment.

• Deliver technical assistance through multiple channels regarding installation, operation, and troubleshooting in line with established policies and procedures.

• Provide feedback and raise concerns about opportunities or issues related to user experience.

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

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

• Proactively detect recurring issues and suggest improvements to processes or products.

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

• Carry out additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Bachelor's degree in a technical discipline is preferred.

• An Associate’s degree in a technical field along with two years of relevant experience is acceptable.

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

• 1–2 years of experience in SaaS or product support within a customer-facing role is advantageous.

• Experience with Tier 1 and Tier 2 support, including well-defined escalation procedures.

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

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

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

• ITIL knowledge is a plus.

🏝️ Benefits

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