Technical Support Analyst

**Overview**:
As a Technical Support Analyst at our EdTech company, your primary responsibility will be to provide exceptional daily customer support. You will serve as the frontline contact for clients, addressing enquiries, troubleshooting issues, and ensuring the smooth operation of our products and services. This position offers an exciting opportunity to work in a dynamic environment, providing critical support to our clients daily.

**Key Responsibilities**:

- ** Issue Resolution**: Diagnose and troubleshoot technical issues reported by clients, resolving problems promptly and efficiently to minimise downtime and disruption.
- ** Ticket Management**: Manage support tickets and inquiries, ensuring accurate documentation, prioritisation, and timely resolution of client issues in accordance with service level agreements (SLAs).
- ** Customer Communication**:Communicate proactively with clients to provide updates on issue resolution progress, gather additional information as needed, and ensure a positive customer experience throughout the support process.
- ** Documentation**: Create and maintain comprehensive documentation, knowledge base articles, and support resources to facilitate the resolution of common issues and enhance support efficiency.
- ** Quality Assurance**: Conduct quality assurance checks and testing of software updates, patches, and new features to ensure functionality, stability, and compatibility with existing systems and configurations.
- ** Feedback Collection**: Gather feedback from clients on product usability, performance, and functionality, and relay insights to internal teams to inform product development and improvement initiatives.

**Qualifications**:

- Bachelor's degree in Computer Science Information Technology, or a related field; relevant certifications or coursework in technical support or customer service is a plus.
- Proven experience in technical support, help desk, or customer service roles, with a focus on troubleshooting technical issues and providing exceptional customer support.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently and effectively.
- Excellent communication and interpersonal skills, with the ability to communicate technical concepts clearly and concisely to non-technical users.
- Customer-focused mindset with a passion for delivering outstanding customer service and support.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment, managing multiple priorities and deadlines effectively.
- Improvement mindset. Always open to feedback from customers and colleagues to iterate on their own skills and capabilities and that of the team.
- Familiarity in using help desk software, ticketing systems, and remote support tools.
- ** Language Proficiency**: Ensure fluency in English, as it is a mandatory requirement for clear and efficient communication within the team and broader organisational context

**What We Offer**:

- ** Competitive Salary**: We understand the value of top talent and are committed to offering market-leading compensation packages that reflect the expertise and value our team members bring to our company.
- ** Remote Flexibility**: We offer a flexible work environment that supports both remote work and the option to collaborate in-person for those near our offices. Our focus is on high-quality work and effective team interaction, ensuring a balance that doesn't compromise our standards or teamwork. We promote a healthy work-life balance, embracing the passion for our work within a flexible framework.
- ** Comprehensive Health Insurance**: Your well-being is our priority. That's why we offer comprehensive health insurance to all our team members, ensuring you are protected and have access to the best healthcare options.
- ** Home Office Budget**: We want you to have the most comfortable and productive work environment, even at home. Full Fabric provides a budget to help you set up your home office, ensuring you have the setup you need to excel.
- ** Professional Growth**: At Full Fabric, we're committed to your professional development. You'll have opportunities to attend industry conferences, participate in training programs, and access a wealth of resources to help you grow in your career and stay ahead in the field.
- ** A Culture of Excellence and Innovation**: Join a team of forward-thinkers who are passionate about making a difference in education. Our culture fosters innovation, encourages collaboration, and supports your ideas to improve and expand our impact.
- ** Making a Difference**: More than just a job, your work at Full Fabric will contribute to transforming the educational landscape, making high-quality education more accessible and impactful through technology.

If you feel you’re the right fit for this role we’d love to hear from you.