Technical Customer Experience Specialist

About the role

We are looking for a Technical Customer Experience Specialist to join our growing digital business and provide high-quality online support to our customers. This role is ideal for someone with previous technical support experience who enjoys investigating problems, helping customers, and working closely with technical and operational teams to resolve issues.

You will be one of the primary points of contact for customers requiring assistance with our digital platform and services. You will take ownership of support requests from initial contact through investigation, resolution and follow-up

Key responsibilities

Provide professional technical support to customers through online support channels including ticketing systems and email. Investigate and troubleshoot technical and application-related issues reported by customers. Take ownership of support tickets and manage them through to resolution.

Gather relevant information, logs, screenshots and other diagnostic information to help identify the cause of technical issues. Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues. Resolve issues directly where possible and escalate more complex problems to engineering or other specialist teams.

Clearly document issues, investigation steps, findings and resolutions within the support platform. Keep customers informed of progress, particularly when an issue requires escalation or additional investigation. Prioritise support requests according to severity, customer impact and agreed service levels.