What's the opportunity?

This role provides first-line technical support to end-users, including troubleshooting hardware and software issues, answering technical queries, and resolving technical problems via phone, email, chat, or in person. The successful candidate will be the first point of contact for the company and therefore must represent our values, set the standard for customer service and is responsible for instilling confidence in our responsiveness and exhibit expert knowledge so that our customers know they are in a safe pair of hands.

Here's how you'll do it :

• Manage incoming support tickets via email and live chat to ensure first response SLA’s are met each time.
• Provide first-level technical support to end-users or customers via phone, email, or chat.
• Troubleshoot and resolve hardware and software-related issues promptly. 
• Accurately diagnose technical problems by asking relevant questions and gathering information.
• Log and track support requests using a ticketing system.
• Offer exceptional customer service by maintaining a friendly and professional demeanour, ensuring a positive customer experience.
• Utilise remote access tools to troubleshoot and resolve issues on users' devices when applicable.
• Escalate complex issues to higher-level support teams or specialists when necessary, ensuring timely problem resolution.
• Identify and Highlight patterns amongst incidents that could be a result of an outage or major incident.
• Contribute to and maintain a knowledge base with solutions to common issues for self-service by end-users.
• Assist users in understanding and using common software applications, tools, and systems.