Technical Support Analyst (Brinkworth/Exeter, UK)

Parking Network BV; Exeter; On-site; GBP 22,000 - 28,000; Full time

Job summary

Parking Network BV in Exeter, United Kingdom is seeking a proactive Technical Support team member to grow product knowledge and assist clients with enquiries and service requests. You will develop troubleshooting skills to diagnose issues and work with 2nd line support to resolve more complex cases, while keeping clients updated on progress and timelines.

As the first point of contact via phone and email/helpdesk, you will build friendly, trusting relationships and explain technical concepts to

Qualifications

• Excellent customer service and meticulous attention to detail.
• Passion for IT and eagerness to learn continuously.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Capable of working both independently and in a team.
• Previous IT experience is a bonus but not required (training provided).

Responsibilities

• Grow an in-depth understanding of the products offered.
• Assist clients with general enquiries and service requests.
• Develop troubleshooting skills to identify, diagnose, and resolve technical issues.
• Collaborate with 2nd line Technical Support for complex cases.
• Keep clients updated on progress and timelines.
• Be the first point of contact for clients via phone and email/helpdesk.

Skills

Customer service

IT passion

Willing to learn

Clear communication

Translate tech to non-tech

Team player

IT experience bonus

Job description

As a Technical Support team member, you will:

• grow an in-depth understanding of the products we offer
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to be able to identify, replicate, diagnose, and resolve technical issues within a variety of systems.
• Work with our 2nd line Technical Support to resolve more complex cases
• Ensure clients are kept up to date with progress and timelines
• Being part of the 1st line Technical Support Analysts, you will be the first point of contact for clients, building friendly and trusting relationships both via phone and email/helpdesk environment.

Working Monday to Friday as standard, with evening and weekend to cover urgent issues on a rota basis

Skills

• Great customer service skills and attention to detail
• A passion for IT
• Excited and ready to learn, looking to continually improve your knowledge
• Excellent communication and listening skills, both verbal and written
• Ability to explain technical concepts to non-technical users
• Happy to work independently, as well as in a team in a fast pace environment
• Previous experience in an IT role is a bonus, but is not required for this role as full training will be provided. If you don’t have previous IT experience, the qualities above should still be able to be shown in non-IT specific examples.