· Experience working in a similar role, providing technical support to customers from creation through to resolution · A degree in an IT or computer science is good but experience most important · Customer focused with a right first-time approach and a desire to exceed expectations · Strong verbal and written communication skills, with experience in writing technical information/ documentation an advantage · Excellent interpersonal skills with a diplomatic approach to managing difficult customer issues · Excellent problem solving & troubleshooting skills, with a logical and systematic approach · Able to work under pressure, prioritising and managing several open issues at once · Flexible and adaptable · Good attention to detail, with ability to provide step by step instructions · Ability to communicate technical information in a non-technical language to customers · Flexibility to work a variety of shifts to cover a 24/5 rota · Provide technical support to customers via phone, and tickets, troubleshooting issues and answering queries – in a professional and friendly manner · Partner with the development team to identify and document product defects · Write and manage escalation issues / tickets to fully describe customer issues and deep dive to root causes, working with other departments where required · Obtain, evaluate and research relevant data to resolve customer enquiries and issue · Help development docs, KB articles and FAQs to improve responses as a team · Work with a continuous improvement mind-set, looking for solutions to problems and proposing improvements if something could work better · Collaborate with Customer Success and Sales teams to ensure a thorough understanding of our products and get customer feedback channelled to the right place · Work as part of the team to provide an excellent customer experience on a 24/5 basis