1st Line Technical Support Technician

You’ll be the first point of contact for customers requiring technical support, taking ownership of incoming support requests and working with customers and our technical team to get issues resolved.

This is a hands-on support role suited to someone who already has experience working within a technical, software, web or IT support environment.

You’ll need to be comfortable investigating problems yourself, communicating clearly with customers and knowing when an issue needs to be escalated to another member of the technical team.

Your responsibilities will include:

• Responding to customer support requests by phone and through our support desk.
• Logging, investigating and resolving technical incidents and service requests.
• Taking ownership of support tickets from initial contact through to resolution.
• Keeping customers informed with clear and regular updates.
• Troubleshooting issues and gathering the information required to diagnose problems effectively.
• Working with developers and other members of the technical team when issues require escalation.
• Managing your workload against agreed priorities and service levels.
• Maintaining accurate ticket notes and documentation.
• Identifying recurring issues and opportunities to improve our support processes and customer experience.

Previous experience within a technical support role is important for this position.

We’re looking for someone who has:

• Previous experience working in a 1st Line, Technical Support, Software Support, Application Support or similar technical role.
• A good technical mindset and the ability to logically investigate and troubleshoot problems.
• Strong written and verbal communication skills.
• Experience communicating directly with customers and explaining technical issues clearly.
• The confidence to take ownership of problems rather than simply passing tickets on.
• Good organisation and time-management skills.
• Strong attention to detail.
• The ability to work independently as part of a remote team.
• A willingness to learn new systems and technologies.

Experience within an eCommerce, web development, SaaS, software or digital agency environment would be particularly beneficial.

Experience with Magento, eCommerce platforms, ERP systems, APIs or web technologies would be advantageous, but isn’t essential.

Progression

We’re looking for someone who wants to develop their technical knowledge and progress within the business.

You’ll work alongside experienced technical team members and gain exposure to eCommerce platforms, integrations, APIs and web technologies. For the right person, there will be opportunities to take on greater technical responsibility as your knowledge and experience develop.

Pulled from the full job description

• Annual leave
• Company pension
• Private medical insurance, * £27,000 - £30,000 salary depending on experience
• Remote working
• Monday to Friday, 9:00am - 5:00pm
• 25 days annual leave plus Bank Holidays
• Private healthcare
• Company pension
• Ongoing training and development
• Opportunities for progression within the technical team
• A small, experienced team where you’ll have genuine responsibility and exposure to a wide range of technologies, * This is a fully remote role that must be performed from within the United Kingdom. Applicants must have a valid right to work in the UK. We are unable to provide visa sponsorship for this position.
• Quarterly in-person meet-ups and team-building events form part of the role.
• No recruitment agencies.

Pay: £27,000.00-£30,000.00 per year

Webstraxt is an established eCommerce agency with over 15 years’ experience delivering and supporting eCommerce websites, integrations and digital solutions for businesses across the UK.