Customer Technical Support Specialist
Location: Belfast, Northern Ireland, UK
The Role:
Join my clients Customer Technical Support Team, providing crucial support to B2B clients via JIRA, email, phone, and meetings. You'll manage customer application services in Microsoft Azure, proactively investigate issues using SQL, SOAP, Postman, and other tools. Your technical troubleshooting and customer service skills are key to ensuring comprehensive client support. This role operates on a shift basis between 08:00 and 18:00, Monday to Friday.
The Person:
You're passionate about technology, excel in a tech-driven environment, and enjoy helping B2B customers use our services effectively. A natural problem-solver with strong communication skills, you provide excellent customer service via phone and email.
Key Responsibilities:
* Efficiently resolve technical issues via the customer portal, email, and phone.
* Provide expert and timely solutions to complex problems through effective incident management.
* Offer clear explanations to customers on issue resolution and preventative measures.
* Achieve First Time Fixes professionally and with a customer focus.
* Gather essential information from clients to accurately diagnose issues.
* Conduct thorough testing and recreate customer journeys for detailed troubleshooting.
* Independently troubleshoot a high level of incidents before escalation.
* Undertake ad-hoc tasks to support the team and customers.
Essential Criteria:
* Business or IT-related degree OR 2+ years in a similar customer support role in a fast-paced environment.
* Strong customer service focus and commitment to exceeding expectations.
* Excellent written and verbal communication skills for technical and non-technical users.
* Proficiency in Microsoft Office Suite.
* Solid SQL knowledge (querying and database editing).
* Experience with incident management processes and handling incidents, problems, and escalations.
* Experience using JIRA or similar ticketing systems.
* Demonstrated ability to efficiently troubleshoot technical issues in time-critical situations.
* Strong aptitude for quickly learning new systems for effective troubleshooting.
* Ability to collaborate effectively within a team.
* Excellent organizational skills and attention to detail.
* Confident, driven, and structured with strong customer relationship skills.
Company Package:
* Competitive salary (dependent on experience).
* Hybrid and Flexible Working opportunities.
* Continuous Professional Development.
* Salary Sacrifice Pension.
* Enhanced Holiday Entitlement & Trading Scheme.
* Private Healthcare and Wellbeing Membership.
* Performance Reviews.
* Regular Social and Team Events.
* Eyecare Vouchers.
* Paid Lunch Hour.