Digital Support Technician

Overview

Join our team as a Digital Support Technician and play a key role in supporting the specialist software and technology that powers the waste and recycling industry.

In this energetic role, you will provide essential technical assistance to users and troubleshoot software issues, and ensure seamless digital operations across diverse platforms. Your proactive approach will help maintain optimal system performance, enhance user experience, and support the overall efficiency of our digital infrastructure.

This paid position offers a fantastic opportunity to develop your skills in a fast-paced environment where your problem-solving talents truly shine.

Key Responsibilities

As a Digital Support Technician, you will become a key point of contact for customers using our specialist software within the waste and recycling industry. You will provide day-to-day support to users, helping them resolve issues, understand the system, and get the most from the application.

Your responsibilities will include:

• Providing first-line support to customers using our specialist waste and recycling software, primarily by telephone, email, and online support.
• Investigating and resolving application-related queries and problems, escalating more complex issues to the appropriate team member when required.
• Developing a strong understanding of our software and the way it is used by businesses across the waste and recycling industry.
• Providing basic troubleshooting support for hardware and related technology, including printers, email, PCs, and other equipment where issues affect the use of our application.
• Accurately logging all customer support calls, queries, and resolutions within our CRM system, ensuring that customer issues can be tracked from start to finish.
• Monitoring incoming support requests, identifying the nature of each issue, and assigning or escalating calls to the appropriate member of the team.
• Working closely with colleagues across the business to ensure customer issues are dealt with efficiently and effectively.
• Building your knowledge of the waste and recycling industry and developing an understanding of the terminology, processes, and challenges faced by our customers.
• Progressively taking on responsibility for delivering customer training, both online and face-to-face, helping users understand and make the best use of our software.
• Learning the fundamentals of SQL and using this knowledge to assist with customer queries, data investigation, and troubleshooting.
• Developing skills in report design and assisting with the creation and modification of customer reports.
• Keeping clear and accurate records of customer interactions, issues, and solutions.
• Contributing to the ongoing improvement of our support processes, documentation, and customer experience.