Phoenix - Your AI AssistantTechnical Support Specialist
- Posted:
- Proposals: 19
- Remote
- #4513899
- Open for Proposals
London 
Description
Experience Level: Expert
Estimated project duration: 3 - 4 weeks
We are seeking a Technical Support Specialist to diagnose and resolve user issues, bridging the gap between our customers and engineering teams.
Key Responsibilities & Qualifications
* Diagnose and resolve software, hardware, and network issues across tickets, chat, email, and phone while maintaining high CSAT and SLA standards.
* Guide users through solutions using clear, non-technical language and create knowledge base articles to address common issues.
* Reproduce bugs in test environments, document edge cases, and escalate complex unresolved issues directly to engineering teams.
* Analyze ticket trends to identify systemic bugs and provide direct feedback to product teams for continuous improvement.
* Requirements: Strong technical problem-solving skills paired with empathetic communication. Offers clear advancement into senior technical or leadership roles.
Key Responsibilities & Qualifications
* Diagnose and resolve software, hardware, and network issues across tickets, chat, email, and phone while maintaining high CSAT and SLA standards.
* Guide users through solutions using clear, non-technical language and create knowledge base articles to address common issues.
* Reproduce bugs in test environments, document edge cases, and escalate complex unresolved issues directly to engineering teams.
* Analyze ticket trends to identify systemic bugs and provide direct feedback to product teams for continuous improvement.
* Requirements: Strong technical problem-solving skills paired with empathetic communication. Offers clear advancement into senior technical or leadership roles.
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Daniel
Am based in the UK, ok to apply?