1st Line Support

You will work as part of a team delivering a first class, professional customer service in a 1st line support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction., The role itself is very varied and will entail:

• Logging and progressing 1st line Support Calls
• Follow up “customer care” calls
• Promote the latest products and services to the customer base
• Logging calls from emails onto the support desk system
• Maintaining remote access/support documents and customer records on CRM
• Set, maintain and exceed customer service standards
• To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
• To progress all outstanding calls and ensure they are resolved within the relevant time scales

Our client is seeking an enthusiastic and proactive, hard-working 1st Line Support Consultant to join a busy Customer Support department working within a Tech business., Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage.

Previous experience of face-to-face or telephone-based customer service is desired.

Your Personal Characteristics will include:

• Excellent communication skills, particularly over the telephone, with the ability to
• explain issues clearly and simply, both orally and in writing
• An ability to build a rapport with customers
• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritize
• Persistent and resilient under pressure, with a good sense of humor
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Self-motivated, resourceful and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic and professional
• Flexible and hard working approach