Our client is a global leader in business continuity consulting and innovative technology. Due to expansion they require a proactive and dedicated Technical Support Officer to manage a variety of support tasks and technical assistance. This role will see you as the main point of contact for user enquiries, improving user documentation, assisting with training content creation, and contributing to quality assurance and testing efforts. You will closely collaborate with the engineering and customer success teams to ensure a seamless experience for all users.
What’s great about this role:
- Flexible work environment
- Opportunity to work in a laidback, small company atmosphere.
- Engage with innovative solutions in emergency management and cybersecurity.
- Work in a technology-driven environment that encourages trouble shooting and problem-solving.
Duties:
- Respond to customer support enquiries via email, ticketing systems and chat.
- Troubleshoot and resolve software issues, escalating bugs or complex cases to development team
- Maintain and improve user documentation and assist with training content.
- Engage in quality assurance and testing new features.
- Identify recurring issues and contribute to process improvements.
- Support onboarding and training sessions for users.
- Maintain detailed records of support interactions.
Skills and Experience:
- Ideally 1-2 years experience in technical support or software QA roles.
- Qualifications in IT, digital media, or relevant fields.
- Strong written and communication skills for non-technical users.
- Familiarity with ticketing/support platforms e.g. (Zendesk, Freshdesk, Help Scout)
- Good ability to create clear user-friendly documentation and content.
- Experience with web applications, SaaS or software testing.
- Organised and self-motivated with multitasking skills.
- Knowledge of HTML/CSS or video tutorial creation is a plus.
