Senior Technical Support Specialist

Overview of Role:

The Senior Technical Support Specialist plays a hands-on role in the day-to-day operations of the Service Desk, working closely with the Service Desk Manager to provide direct support to team members and ensure an exceptional customer experience. The technical support engineer is actively involved in resolving complex tickets, conducting training, and guiding the team through daily operations. This role requires a proactive, customer-centric approach, and a focus on mentoring the team to maintain high standards in service delivery.

Key Performance Indicators:

Resolution times for customer issues

Customer satisfaction levels

Team training completion and skill improvements

Adherence to SLAs and ticket handling best practices

Role & responsibilities

1. Act as a primary support for team members, assisting with complex tickets and providing hands-on problem-solving support.
2. Coordinate shift schedules to ensure appropriate staffing and skill coverage for customer needs.
3. Train team members on service desk tools, customer-service best practices, and Freespace product knowledge.
4. Monitor and manage open service requests, reassigning tasks as needed to meet SLA requirements.
5. Support seamless shift transitions by ensuring handovers are effectively conducted and monitored.
6. Review daily operational metrics and respond to any immediate gaps in performance or ticket resolution.
7. Act as the first escalation point for service issues, working with team members to resolve customer challenges.
8. Develop and facilitate ongoing training sessions to build team skills and ensure consistent knowledge across the team.
9. Assist the Service Desk Manager in implementing service improvements and refining workflows to enhance customer satisfaction.
10. Monitor ticket patterns to proactively identify training or resource needs within the team.

Key Skills and Experience:

• Bachelors degree or equivalent experience.
• 6+ years of hands-on experience in a service desk or technical support role.
• Demonstrated ability to support, train, and mentor service desk teams.
• Experience in a global or complex organization preferred, with familiarity in JIRA Service Desk (a plus).
• Strong technical skills, with proficiency in data analysis, Excel, and Word; SQL knowledge (a plus).
• Excellent verbal and written communication skills, able to support both team members and customers effectively.
• Strong time management and multitasking skills, able to balance training responsibilities with ticket support.

Behaviours and Mindset:

• Service-oriented, with a hands-on approach to team and customer support.
• Supportive, with a coaching mindset to encourage growth and development within the team.
• Detail-oriented, proactive in problem-solving, and comfortable in fast-paced settings.
• Consultative and collaborative, with an adaptable approach to changing customer needs.
• Committed to continuous learning and improvement, both for self and the team.

Perks and benefits:

• Paid annual leave and public holidays to support your work-life balance
• Paid sick leave if you should fall ill
• Family Mediclaim Cover & Accidental Benefit Plan
• Company-sponsored meals in the office
• Access to funded training (internal/external) to support your career development
• Chance to refer friends and earn money through our generous Employee Referral Program
• Global Employee Award program giving us the opportunity to recognize and celebrate success
• Chance to get involved in shaping our culture by joining one of our Employee Resource Groups
• A creative and engaging company culture right across the business