Technical Support Specialist

Inclusion IQ LTD; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A dynamic tech company in Belfast is seeking a Technical Support Specialist to resolve technical issues and enhance user experience. This role involves troubleshooting, system monitoring, documentation, and collaboration with the development team to ensure seamless platform performance.

Benefits

Competitive Salary

Performance-based bonus

Internal training and progression opportunities

Generous Holiday Allowance

Qualifications

• Foundational understanding of SaaS platforms and troubleshooting processes.
• Proven ability to analyse technical issues and develop logical solutions.
• Experience in creating clear and concise technical documentation.

Responsibilities

• Examine technical issues, diagnose problems, and implement solutions.
• Proactively monitor system performance and address potential issues.
• Lead pre-deployment testing of new features and collaborate with development.

Skills

Technical Aptitude

Problem-Solving Abilities

Communication Skills

Organisational Skills

Teamwork and Collaboration

Documentation Skills

Job description

Technical Support Specialist

Belfast

Inclusion IQ is thrilled to be recruiting on behalf of our client, a dynamic and rapidly growing tech company based in the heart of Belfast. Our client is passionate about empowering organisations with innovative workforce management solutions. We're looking for a skilled and dedicated Technical Support Specialist to join their team and play a pivotal role in ensuring their platform runs smoothly for all users.

If you thrive on solving technical challenges and enjoy making technology accessible to everyone, we want to hear from you. You'll be part of a supportive and collaborative team that values your contributions and invests in your professional growth.

The Role

As a Technical Support Specialist, you'll be the go-to person for resolving technical issues and ensuring a seamless user experience. You'll take a proactive and reactive approach to support, troubleshooting complex problems, and working closely with the development team to enhance platform performance. Your ability to translate technical concepts into clear, actionable guidance will be crucial in empowering users of all technical levels.

Key Responsibilities

1. Technical Issue Resolution: Examine technical issues related to the platform, diagnose problems, and implement effective solutions to minimize user disruption.
2. System Monitoring: Proactively monitor system performance to identify and address potential issues before they impact users.
3. Testing: Lead pre-deployment testing of new features, collaborating with the development team to resolve identified bugs.
4. Documentation: Create and maintain clear and concise technical documentation, including troubleshooting guides, FAQs, and standard operating procedures.
5. User Support: Provide timely and empathetic technical support through various channels (email, phone, web chat/online form), explaining solutions in easy-to-understand terms.
6. Development Team Liaison: Collaborate with the development team to report bugs, suggest improvements, and provide valuable feedback based on user experiences. Participate in monthly review sessions to enhance operational efficiency.

The Person

To be considered for this position, applicants must clearly demonstrate the following skills and experiences:

Technical Aptitude

A foundational understanding of SaaS platforms and common technical troubleshooting processes.

A demonstrable eagerness to learn new technologies and adapt to evolving systems.

Problem-Solving Abilities

Proven ability to analyse technical issues and develop logical solutions.

A systematic and methodical approach to troubleshooting, with a focus on identifying root causes.

Capability to analyse system errors, recreate problems in the system and triage a response, including deploying a solution, alongside colleagues and our development team.

Communication Skills

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users

Ability to convey complex information clearly and concisely.

Organisational Skills

Strong ability to manage multiple tasks and prioritise effectively in a fast-paced environment.

Demonstrated ability to maintain accurate records and documentation.

Teamwork and Collaboration

Ability to work effectively as part of a team and collaborate with colleagues from various departments.

A willingness to share knowledge and support team members.

Documentation Skills

Experience in creating clear and concise technical documentation.

The ability to maintain accurate logs.

Why this role?

Competitive Salary

Performance-based bonus

Internal training and progression opportunities

Hybrid Working

Collaborative Team Environment

Generous Holiday Allowance