THE OPPORTUNITYAn exciting opportunity has arisen to join a dynamic organisation in Teesside as a Technical Support Administrator. This role offers the chance to provide first-line technical support for a range of digital training platforms used by customers in various high-risk industries. As part of a collaborative team, you will play a key role in troubleshooting and resolving technical issues, ensuring a seamless user experience for both external customers and internal staff.Salary: £24,000 - £27,000Location: Stockton-on-TeesWorking Hours: 07:30 – 16:00 (Monday – Friday) with some flexibility requiredHybrid Working: 3/2 split available, though on-site presence is preferred.THE ROLEAs a Technical Support Administrator, you will be the first point of contact for customers facing issues with the company’s digital platforms. You will provide technical support via phone, email, and chat, assisting customers with troubleshooting problems, guiding them through platform features, and resolving common technical issues. In addition to supporting external customers, you will also be on hand to provide first-line troubleshooting assistance to colleagues across the business, ensuring smooth internal operations and collaboration.Key responsibilities include:

First-Line Support: Provide assistance to external customers experiencing technical issues with digital training platforms.
Internal Support: Offer ad-hoc first-line support for internal staff when required.
Issue Resolution: Troubleshoot and resolve basic technical problems, escalating complex issues to senior teams when necessary.
Customer Documentation: Accurately document customer interactions and ensure timely resolution of queries.
Process Improvement: Contribute to the continuous improvement of support processes and knowledge base articles.

YOUR SKILLS / EXPERIENCEThe ideal candidate will have strong customer service skills along with a solid understanding of digital platforms. We are looking for someone who:

Technical Support Experience: Previous experience providing technical support, ideally in a customer-facing role, is preferred but not essential.
Software Proficiency: Comfortable with a variety of software applications and online systems, including learning management systems (LMS).
Problem-Solving: Able to troubleshoot common issues and escalate more complex cases as required.
Communication: Excellent communication skills with the ability to explain technical issues in a clear and accessible manner.
Customer-Focused: Strong commitment to providing outstanding service, with empathy and patience, especially when resolving issues in high-pressure situations.
Attention to Detail: Diligent in recording customer interactions and maintaining accurate support documentation.

Key Attributes:

Adaptability: Able to quickly adjust to new systems, processes, and a fast-paced environment.
Team Player: Collaborative with colleagues, sharing knowledge and supporting team objectives.
Proactive Attitude: Anticipates potential issues and proactively resolves them before they escalate.

This is a great opportunity for someone looking to join a growing organisation and make a tangible impact in the field of technical support. If you enjoy problem-solving, have a customer-first attitude, and thrive in a fast-paced environment, we’d love to hear from you.

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