Technical Support Specialist

Job Description

Title: Technical Support Specialist (Full-time, Hybrid)
Reports to: Commercial Development & Support Manager
Location: Home-based with some travel to Burton office and within UK/Europe
Salary: £26,000 basic, Company bonus of £1,100, plus car allowance of £2000
Benefits: Pension contribution, private healthcare, income protection, Death in service and contribution to home internet and mobile phone

Job Summary:
As a Technical Support Specialist, you will be vital in providing comprehensive support, guidance, and a seamless onboarding experience for our clients. If you have strong communication, technical, and problem-solving skills with a customer-focused approach, we encourage you to apply.

We are looking for a detail-oriented, tech-savvy individual for this role. You will deliver excellent customer support, assisting clients with their digital needs and onboarding them onto our digital platforms. You will also support trade shows, perform field visits, and assist the sales team with face-to-face customer onboarding of Task Manager and Date Code Genie systems.

Job Responsibilities:

DCG Support:

• Work with the DCG Support Specialist to investigate and resolve complex technical issues from escalation.
• Provide backup support for the DCG Support Specialist.
• Monitor customer issues to identify trends and suggest product improvements.
• Liaise with internal Technical, Sales, and Operations teams as needed.
• Repair and build DCG machines when necessary.

Technical Support:

• Deliver timely customer support through phone, email, and live chat, addressing inquiries, troubleshooting issues, and providing guidance.
• Educate clients on our digital platforms, ensuring they understand all features and functionality.
• Address complaints professionally, escalating them when required.

Onboarding (Task Manager):

• Collaborate with teams to enhance the onboarding process for new clients.
• Conduct initial needs assessments for clients, ensuring a tailored onboarding experience.
• Guide clients through account setup, platform training, and issue resolution.
• Provide outstanding customer service throughout the onboarding process.

Documentation and Reporting:

• Keep accurate records of client interactions, troubleshooting steps, and resolutions in Salesforce.
• Generate reports on digital support performance, recommending improvements when necessary.
• Stay informed on industry trends and best practices, sharing insights with the team.

Education and Experience:

• GCSEs Grade A-C or equivalent required; relevant degree is a plus.
• Experience in customer support or help desk roles, ideally in a digital setting.
• Familiarity with digital onboarding processes is highly valued.
• Full driving license required.

Technical Skills:

• Proficient in digital platforms and tools, including CRM systems (Salesforce), ticketing systems (Zendesk), remote desktop tools, and video conferencing (Teams & Zoom).
• Skilled in troubleshooting methodologies.
• Quick learner for new software applications.
• Innovative and proactive in suggesting improvements.

Communication and Interpersonal Skills:

• Strong written and verbal communication skills, simplifying technical details for clients.
• Excellent problem-solving and analytical abilities.
• Empathetic, patient, and organized with effective time management.
• Solution-focused and detail-oriented.

Team Player:

• Strong collaborative skills for team-based work.
• Willingness to support outside regular hours and visit customer locations when needed.
• Adaptable and resilient in a dynamic digital environment.
• Prioritizes tasks effectively, can work independently, and shows initiative.