About this role
About the Role We are seeking a customer-focused and technically skilled Technical Support Agent to join our team. You will be the first point of contact for customers, providing expert technical assistance and delivering an exceptional customer experience. You will take ownership of customer issues from initial contact through to resolution, using your troubleshooting skills to resolve connectivity, hardware, and service-related problems. This is an excellent opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about helping customers.
You will collaborate with Team Leaders, senior agents, and specialist technical teams to resolve complex issues and contribute to continuous service improvements. What You'll Do
- Deliver outstanding technical support across multiple communication channels.
- Act as the first point of contact for customers experiencing technical issues.
- Troubleshoot connectivity, hardware, and service-related problems with confidence and accuracy.
- Explain technical solutions clearly and professionally, avoiding unnecessary jargon.
- Drive quick and effective resolutions while maintaining a high standard of service.
- Take full ownership of customer enquiries from first contact through to successful resolution.
- Collaborate with Team Leaders, senior agents, and specialist technical teams to resolve complex issues.
- Escalate cases appropriately while ensuring customers remain informed throughout the process.
- Identify recurring issues and contribute to continuous service improvement initiatives.
- Build positive customer relationships by providing proactive solutions that enhance long-term satisfaction. What We're Looking For
- Excellent verbal and written English communication skills.
- Previous experience in customer service, preferably within a Technical Support or IT environment.
- Strong troubleshooting and problem-solving abilities with a logical, solution-focused mindset.
- Jira, SNOW, Amazon, Cisco Routers knowledge advantageous.
- Intermediate proficiency in Microsoft Office applications.
- Excellent computer skills and knowledge with the ability to learn new systems quickly.
- Professional, friendly, and customer-focused communication style.
- Strong time management and organisational skills.
- Ability to multitask effectively in a busy, fast-paced environment.
- A customer-centric approach with a commitment to delivering exceptional service.
- Strong work ethic with a high level of accountability and ownership. Nice to Have
- Jira, SNOW, Amazon, Cisco Routers knowledge advantageous. Compensation & Benefits
- Competitive salary
- 25 days' paid holiday increasing each year, to a max of 35
- Extra days off for your birthday, move house and volunteer
- Access to a wellbeing platform, Rezilient
- Partnership with SOS Children's Village
- Private medical insurance
- Fit Pass discount
- Technology discount
- Team sports activities
- Massages in the office
- Sweet Tuesdays