Technical Support - Product and Applications

Start: ASAP

Location: UK Remote (candidates based in Northern Ireland preferred)

Length: 12 months

Rate: Market Rate

Engagement: Day Rate contract, Inside IR35 - PAYE via Trust in Soda

Trust in Soda are partnered with one of the most well know tech companies globally, who provide technical products and solutions to other well known businesses and brands. They are in need of a skilled technical support consultant for a mainly a customer support facing role with the aim to support critical customers and customers from high revenue segments.

This role requires providing regular updates to customers through different channels as well as carry out the necessary troubleshooting and investigations required to clarify the problem, reproduce the problem internally and escalate it as/if needed.

There is also a project work component which is related to identifying process improvement ideas and proposing those in a structured manner (bottom up approach), as well as working on assigned projects as a team (top down approach).

Job Responsibilities:

• Provide users with technical support across software, hardware and integrations.
• Learn the Workplace product and our support tools.
• Deliver customer support via support tickets or screen sharing or other channels as needed.
• Investigate and troubleshoot technical issues and bugs which customers send us via support tickets.
• Attempt to reproduce customer's issue in internal test instance and escalate those promptly to higher support tiers or engineering as needed.
• Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.
• Other associated customer support work.
• Proposing and operating small budget projects or work on assigned projects.

Requirements:

• Tech-savvy with 3-4 years experience in a technical support position on general computing, products, apps and browser
• Excellent customer support skills
• Desired but not essential: Can also speak Spanish, French or Portuguese