Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA
Update customers and colleagues by telephone, email, or portal on the progress of a support call or to request additional information
Contact third parties to log support calls, get updates on open support calls, or request technical support
Conduct remote diagnostic tests, checks, and repairs when a customer reports an incident
Assisting in internal and external customer report generation, including collating reports, managing users and passwords
Build strong relationships with customers, partners, suppliers, and internal colleagues
Work in a support team delivering remote support
Troubleshoot, diagnose, and resolve problems and/or assign them to the appropriate team to investigate and resolve

A customer orientated approach is critical for this role
A general technical understanding and familiarity with Google Workspace
One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage
An IT background would be an advantage
Strong written and verbal communication skills to communicate in a clear, professional manner
Analytical problem-solving and the ability to follow the process
Technical mindset with a desire to enhance those skills
Being able to quickly learn industry standard and bespoke software to an advanced user level

Support Technician

Key skills