Job Description
🌟 Technical Support Analyst 🌟 Wrexham (Hybrid 3 days a week) - £23,000-£30,000
Are you a tenacious problem solver with a passion for technology and delivering exceptional client service? We’re working with an exception SAAS company who are looking for a Technical Support Analyst to join our dynamic team! 🚀
The Role 🔧💻
As a Tech Support Analyst, you’ll:
* Triage support requests and incidents 🛠️
* Schedule and manage work requests effectively 📅
* Investigate root causes of issues and solve them using your product knowledge 🧠
* Communicate clearly with clients and internal teams, keeping them informed on status updates and progress 🗣️💬
* Empower users with self-serve resources through Help Centre and in-app tools 📚
Your ability to categorise and prioritise requests will be essential for meeting deadlines and managing client expectations! 💪
What We're Looking For 🕵️♀️
If you’re a self-motivated, extremely organised individual with a passion for tech, you’re the one we need! 🎯
Key Skills/Traits:
* Problem-solving expert who thrives on adding value at every touchpoint 🧩
* Team player with a strong sense of ownership 🤝
* Passionate about technology and confident with Microsoft packages 🖥️
* Experience in IT/Application/Software Support or similar roles 🛠️
* Knowledge of the ITIL service desk management lifecycle 🎓
* Experience with tools like Jira, Zendesk, Salesforce is a big plus 🧑💻
Responsibilities 🔍
* Manage and triage all tech support requests efficiently 🚦
* Be the escalation point for client queries, ensuring clear communication 📨
* Use your tech knowledge to investigate incidents and document resolutions 📝
* Own and enhance the support knowledge base to reduce repetitive queries 📖
* Ensure SLA targets are met and provide regular reporting 📊
* Contribute to internal team improvements and UX feedback 💡
* Prioritise requests based on client needs and urgency ⏳
Why Join Us? 🌈
* Work in a fast-paced, tech-driven environment with exciting challenges every day ⚡
* Be part of a team that values innovation, collaboration, and professional growth 🚀
* Opportunities to develop your expertise and advance your career in tech 🏆
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! 🚀 Apply today and become a Technical Support Analyst superstar! 🌟