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# 1st Line Support

- **Company:** EVOLVE IN RECRUITMENT LTD
- **Location:** Tonbridge, United Kingdom
- **Salary:** £27,500
- **Contract:** Permanent contract
- **Skills:** Remote Access Technology, Data Logging
- **Published:** November 3, 2026
- **Apply:** https://www.totaljobs.com/job/first-level-support/evolve-in-recruitment-ltd-job108271548

## About the Role

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

## Description

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