Technical Support Specialist

About the role

The Technical Support Specialist delivers timely, accurate and professional technical assistance to customers, ensuring technology products run smoothly. The role combines technical expertise with strong communication skills to improve user experience, drive product adoption and contribute to customer satisfaction. It also supports continuous improvement by spotting recurring issues, helping build knowledge resources and working with engineering teams on complex problems.

Key responsibilities

• Respond to customer inquiries via email, live chat and phone with prompt, accurate support
• Diagnose, troubleshoot and resolve technical issues efficiently to minimise downtime
• Guide users through product features, workflows and best practices
• Document every support interaction, including case details, resolutions and follow-ups
• Escalate complex or unresolved issues to engineering and development teams with clear context
• Monitor system health and proactively detect patterns or recurring issues
• Maintain high customer satisfaction through clear, empathetic communication and timely follow-ups
• Contribute to knowledge base articles, FAQs and internal support documentation