Technology Support Specialist

🕒 May 8

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Witan Search

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Witan Search is a specialist executive search and recruitment firm connecting top talent with leading companies in the chemicals, manufacturing, and personal care sectors. With deep industry knowledge and a global network, they provide consultative, integrity-driven hiring services to help businesses secure professionals who drive innovation and growth. Witan Search focuses on executive and specialist hires, prioritising transparency, candidate preparation, and long-term client partnerships.

📋 Description

• Serve as an expert in hardware and software offerings and how they interact with equipment • Provide technical support through various channels on installation, operation, and troubleshooting in accordance with policies and procedures • Voice suggestions and concerns regarding user experience opportunities or issues • Act as primary intermediary between engineering teams and users regarding installation, function, and use of technology products • Develop and maintain documentation, including knowledge articles, runbooks, and FAQs • Proactively identify recurring issues and recommend process or product improvements • Meet or exceed contact center quality metrics (FCR, ASA/response time, handle time, CSAT) while balancing SLA commitments • Perform other duties as assigned

🎯 Requirements

• High school diploma or equivalent required • Bachelor’s degree in a technical field preferred • Associate’s degree in a technical field with two years’ related experience considered • Four (4) years related experience preferred (or equivalent combination of education and experience) • 1–2 years SaaS or product support experience in a customer-facing role a plus • Experience with Tier 1 and Tier 2 support, including clear escalation practices • Contact-center support experience handling calls, chats, and emails • Familiarity with contact center applications (e.g., Genesys Cloud, Five9, Avaya) • Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk) • ITIL familiarity is a plus

🏖️ Benefits

• Reliable high-speed internet and suitable workspace required