Technical Support Analyst (Exeter, UK)

Parking Network BV; Exeter; On-site; GBP 21,000 - 27,000; Full time

Job summary

Parking Network BV in Exeter is seeking a proactive Technical Support team member to help customers understand and use our IT products. You will grow product knowledge, assist with general enquiries and service requests, and build confidence in our solutions.

You will develop troubleshooting skills to identify and resolve issues, work with the 2nd line support for complex cases, and communicate progress clearly by phone and email.

Qualifications

• Excellent customer service and attention to detail.
• Passion for IT and willingness to learn.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Comfortable working independently or in a fast-paced team.

Responsibilities

• Grow an in-depth understanding of the products we offer.
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to diagnose and resolve technical issues across 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.
• Be the first point of contact for clients, building friendly and trusting relationships via phone and email/helpdesk.

Skills

Customer service

Attention to detail

IT interest

Communication skills

Explain technical concepts

Independent & team work

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.