π Technical Support Analyst π Wrexham (Hybrid 3 days a week) - Β£23,000-Β£30,000
Are you a tenacious problem solver with a passion for technology and delivering exceptional client service? Weβre working with an exception SAAS company who are looking for a Technical Support Analyst to join our dynamic team! π
The Role π§π»
As a Tech Support Analyst, youβll:
* Triage support requests and incidents π οΈ
* Schedule and manage work requests effectively π
* Investigate root causes of issues and solve them using your product knowledge π§
* Communicate clearly with clients and internal teams, keeping them informed on status updates and progress π£οΈπ¬
* Empower users with self-serve resources through Help Centre and in-app tools π
Your ability to categorise and prioritise requests will be essential for meeting deadlines and managing client expectations! πͺ
What We're Looking For π΅οΈββοΈ
If youβre a self-motivated, extremely organised individual with a passion for tech, youβre the one we need! π―
Key Skills/Traits:
* Problem-solving expert who thrives on adding value at every touchpoint π§©
* Team player with a strong sense of ownership π€
* Passionate about technology and confident with Microsoft packages π₯οΈ
* Experience in IT/Application/Software Support or similar roles π οΈ
* Knowledge of the ITIL service desk management lifecycle π
* Experience with tools like Jira, Zendesk, Salesforce is a big plus π§βπ»
Responsibilities π
* Manage and triage all tech support requests efficiently π¦
* Be the escalation point for client queries, ensuring clear communication π¨
* Use your tech knowledge to investigate incidents and document resolutions π
* Own and enhance the support knowledge base to reduce repetitive queries π
* Ensure SLA targets are met and provide regular reporting π
* Contribute to internal team improvements and UX feedback π‘
* Prioritise requests based on client needs and urgency β³
Why Join Us? π
* Work in a fast-paced, tech-driven environment with exciting challenges every day β‘
* Be part of a team that values innovation, collaboration, and professional growth π
* Opportunities to develop your expertise and advance your career in tech π
If you're ready to take on this exciting challenge and want to help clients get the most out of technical products, we want to hear from you! π Apply today and become a Technical Support Analyst superstar! π