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Job description

Technical Support Analyst

Blackbird plc is a fast-growing, London based company that provides IT support and support outsourcing to its customers. We are looking for a Technical Support Analyst to provide technical support to our customers. The Technical Support Analyst will work closely with the customer service team and other internal team members to provide technical support to our customers.

Responsibilities

• Provide technical support to customers via phone, email, and chat
• Provide technical assistance to customers regarding hardware, software, and network issues
• Maintain customer records in an accurate and timely manner
• Follow up on customer inquiries and issues
• Follow up on unresolved issues from previous technicians
• Communicate with customers regarding their order status and any updates as necessary
• Maintain a clean workspace by keeping workstations tidy, organized, and well-stocked for proper order fulfillment
• Handle customer complaints in a professional manner and inform customers of the most appropriate course of action
• Identify root cause of problems, recommend solutions, and follow up on resolved issues
• Provide ongoing training to new employees on how to provide quality customer service
• Other duties as assigned by management

Skills & Qualifications

• High school diploma or equivalent required; Associates degree preferred but not required. College degree is preferred but not required.
• 2+ years of experience in customer service or other related field preferred but not required.
• Strong computer skills including Microsoft Office Suite (Word, Excel, Outlook) and web applications such as Google Drive or Dropbox.

Job Type: Full-time

Salary: From £22,250.00 per year

Benefits:

• Company events
• Company pension
• Employee stock purchase plan
• Private dental insurance
• Private medical insurance

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Video editing: 1 year (required)

Ability to Commute:

• London (required)

Work Location: Hybrid remote in London

Reference ID: TSA