Job Description

Overview

We are looking for a proactive, tech-savvy, and computer-fast Customer Support & Technical Assistant to join our team. This role is ideal for someone who thrives in a fast-paced environment and can quickly navigate IT systems with confidence and accuracy. You will be the first point of contact for incoming support calls, assisting customers with technical queries, warranty claims, and digital screen setups. The right candidate will be confident on the phone, comfortable using various software tools, and able to resolve issues promptly with a friendly and professional approach.

Key Responsibilities

Answer incoming customer support phone calls and respond to support tickets. Assist customers with setting up and managing digital screen content. Guide customers through basic troubleshooting steps and technical instructions. Handle warranty claim processes and coordinate replacements or repairs. Provide remote support via phone, email, or screen-sharing tools. Maintain accurate records of customer interactions and issues. Collaborate with internal teams to escalate or resolve complex technical matters. Assist in creating support guides and documentation for common queries.

Key Skills and Experience

Fast and confident use of computers, with the ability to multitask efficiently. Strong verbal communication and confident phone manner. Proficient in IT Helpdesk Software, Adobe Photoshop, Canva, Microsoft Excel, and general office software. Comfortable using remote desktop tools and cloud-based platforms. Problem-solving mindset with the ability to stay calm under pressure. Experience in a technical support or customer service role is preferred. Ability to explain technical information in a simple and friendly way. Excellent time management and organisational skills.

Duties

Assist in the preparation and maintenance of technical documentation and reports. Communicate effectively with clients, addressing inquiries and providing support. Perform data entry tasks accurately and efficiently, ensuring all information is up-to-date. Analyse technical issues and provide solutions or escalate as necessary. Demonstrate excellent phone etiquette when interacting with clients and colleagues. Engage in upselling opportunities by identifying client needs and suggesting appropriate services or products. Collaborate with team members to streamline processes and improve operational efficiency.

Qualifications

Strong communication skills, both verbal and written, with a focus on clarity and professionalism. Fast computer usage with proven ability to navigate software and systems efficiently. Experience in data entry or administrative roles is advantageous. Ability to analyse information critically and make informed decisions. A proactive attitude towards upselling products or services when appropriate. Previous experience in a technical support or assistant role is beneficial but not mandatory.

Priority to Have

Experience in the AV or digital signage industry. Basic understanding of content management systems or signage media players. Previous use of ticketing or Zoho CRM systems.

Job Type:

Full-Time, Permanent

Location:

Hybrid - Office & Remote

Working Hours:

Monday to Friday, 9:00 AM - 5:00 PM

Starting Salary:

(25,794.00 -29000per year based on experience)

Join Our Team!

Join us as a Technical Assistant, where your speed, accuracy, and contributions will be valued. Grow within an inclusive, fast-paced AV environment and make a real impact. If you're passionate about Audio Visual technology and have strong computer skills, apply now and advance your career with a leading AV company.

Job Types: Full-time, Permanent

Pay: 25,794.00-29,000.00 per year

Experience:

Technical support: 1 year (preferred)
Licence/Certification:

Full UK Driving License (preferred)
Work Location: In person