Technical Support Specialist

At Oak we pride ourselves on hiring great people and providing an amazing workplace culture for everyone. We know how important it is that you feel trusted, encouraged and supported throughout your career. That's why at Oak we place a huge emphasis on people, making sure that you as an employee are given everything that you need to thrive in your new role. From growth and development, to making sure that your voice, ideas and opinions are heard - we value our staff as individuals and recognize all contributions as a critical element to our wider success.Working with some of the world's biggest brands, Oak's customers are at the centre of everything we do. We are currently looking for a Technical Support Specialist to join our Support team. Working alongside our Technical Support Lead you will play a key role in delivering a world class support experience to our customers.RequirementsResponsibilities include:Provide technical support and guidance to customers via phone, email and chatTroubleshoot issues reported by customers and perform root cause analysisResolve technical problems efficiently and effectively, escalating complex issues to 2nd Line support where necessaryCollaborate with cross-functional teams to identify and resolve customer concernsAble to plan, prioritise and organise workload, consistently working within service standards and agreed objectivesIdentify opportunities for process improvement and contribute to the enhancement of support systemsRequirements / Experience:Proven work experience as a Technical Support Specialist or similar roleStrong knowledge of computer systems, hardware, and softwareExcellent problem-solving and troubleshooting skillsExceptional customer service and communication skillsAbility to work well in a fast-paced, team-oriented environmentExperience with remote support tools and ticketing systems (or similar software). Nice to have:Bachelor's degree in Computer Science, Information Technology, or a related fieldBenefitsCompany laptopFlexible holidaysGym membership subsidyVitality Health Insurance for you and your familyPensionExtensive trainingSocial eventsBased in Newcastle upon Tyne (hybrid with 2 / 3 days in the office)