Technical Support Specialist

Technical Support Specialist Up to £26,000 per annum (depending on skills and abilities) Permanent opportunity in Wrexham Additional benefits: Salary enhancements after further training and length of service 25 days holiday plus bank holidays Hybrid working (2 days at home) as well as flexible working hours Enhanced pension (Employer contributions of 5%) Progression and personal development opportunities Café on site with chef (free freshly cooked food available) The Role Technical Support Specialist required, to provide internal and external technical support. You will be joining a progressive organisation who value their employees providing a positive working environment. This role will suit a candidate who is passionate about IT/technology or some one who has worked in a customer service role where they had to trouble shoot queries and provide a work around solution. Responsibilities of the Technical Support Specialist Manage a ticket system for all internal and external technical support requests. Serve as the escalation point for client support queries, ensuring timely and informative responses from initial contact to resolution. Leverage your knowledge of company systems and products to investigate and attempt to resolve incidents, while documenting and escalating issues to product development when necessary. Take ownership of the internal support knowledge base and process documentation to reduce query volume and promote self-service options. Provide feedback on common technical support queries and user errors to internal teams for potential UX improvements. Identify and link duplicate requests to avoid redundant efforts and highlight recurring issues with a common root cause. Provide regular reports and analysis summaries on support operations. Accurately document and classify all tickets in accordance with established best practices. The ideal Technical Support Specialist will: Be passionate about IT and or technology. Have an analytical mind and a tenacious attitude to problem solving and trouble shooting. Be process driven. Have excellent customer service. Practical experience with help desk software, such as Jira, Zendesk, Freshservice and CRM software, such as Salesforce Sales cloud would be useful but not essential as full training is provided. Additional skills/job titles: service desk technician, 2nd line support, customer service advisor, helpdesk, data analyst. Note: If this job is not for you but you are looking for a new opportunity, please contact us for a confidential discussion on your career. To Apply This vacancy is advertised by Travail Employment Group who are acting as an Employment Agency. Once you click to apply for this job your application will be immediately received by Travail Employment Group. If your application is successful a consultant will be in contact with you within the next 7 days. If we have not contacted you within 7 days you may not have been successful for this position but please feel free to give us a call to discuss similar roles. All candidates registering with Travail Employment Group will need to provide proof of identity, and evidence of any experience, training and qualifications our client considers necessary for this position