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Customer/1st Line Tech Support Agent

  • Location: London
  • Sector: Secretarial
  • Salary: £20000 - £24000 per annum + plus benefits and bonus
  • Job type: Permanent
  • Date posted: 26/07/2017
  • Job reference: MM - 4588
This vacancy has now expired.

1st Line Support

Immediate Start

Shift rota

My client who is a very well established international innovative, state of the art communications and virtual contact solutions organization is looking for either an experienced 1st line support individual or a recent IT graduate who looking for a career in IT.

The focus of the role is to support our customers and resellers with basic queries, complaints, user configuration, product training and escalations to Technical Support.

You will be the first point of contact for our customers and will answer all incoming requests for help via, phone, web chat and emails, details of which you will log on the ticketing system. You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved.

This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect stepping stone into cloud based technologies which are fast replacing the older technologies.

Key Responsibilities and Accountabilities:

  • Responding to customer queries via phone, email, ticketing system or webchat.
  • Regularly communicating with customers and internal departments regarding status of tickets and updating tickets accordingly. Liaising with colleagues and third parties to gather information and resolve issues in a timely manner.
  • Trouble-shooting problems for first time resolution of issues, wherever possible.
  • Identify and escalate priority issues to supervisor.
  • Carrying out screen-sharing to help customers get set up and operational.
  • Ensuring that the technical escalation processes to 2nd line support is followed.
  • Call Customers to confirm successful issue resolution (E.G. bug fixes).
  • Maintaining the accuracy and completeness of all recorded data.
  • Ensuring compliance with external regulations and internal policies and procedures
  • Effectively building and managing relationships with customers both internally (e.g. Sales) and externally (resellers and end users).
  • Be aware of and adhere to current policies and procedures relating to health and safety.
  • Act as an ambassador for the Company.
  • Any other related duties as required.

Working Hours:

37.5 hours per week - Monday to Friday on a 2-3 week rota covering 8:00am to 7:00pm

Personal Specification:

We are looking for people who enjoy helping others and ideally have experience of working in a call centre type support role. An essential requirement is an inquisitive mind and an enjoyment of problem solving. You must have either a degree or other qualification in a computing related field or be able to evidence an active interest in technology/computing on a personal basis. This is not a standard customer Support role as there is a much more than usual technical bias. You will also be able to prioritise ever changing targets and finish what you start.

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