1st Line Support

1st Line Support – Hybrid working.
Office Location: Leicester
Working hours: Monday to Friday 09.00: 17.00 (One day per week in office)
Salary: £21,000 - £22,000  
Could this be the role for you?

• Have you worked in a customer facing role, assisting people with any technical issues they might be having?
• Are you someone who is very technically minded who can relay information in a way that people will understand.
• Maybe you have some sort of IT qualification and are looking to begin your service desk career?

The opportunity:
Our client, a forward-thinking software business based in Leicester are looking for a 1st Line support Analyst to join their team. You will be a point of contact for their customers, assisting them with technical issues relating to the software and hardware they are using. You will also assist them with any requests they have, such as amendments to their software packages or accounts.
Customers will contact you via email or live chat to explain their issue, so in this role you won’t be talking call after call. From time to time, you may need to make a few outbound calls to your customers to gain further information, or to update them on the progress of their request.
Benefits:

• As 1st Line Support, you will benefit from hybrid working. You will need to live within a commutable distance to travel into the office in Leicester, one day per week.
• 25 days holiday + bank holidays.
• Company Laptop and Phone.

Responsibilities of the 1st Line Support Executive:

•  Working to targeted ticket closures per day (30 minimum).
• Responding to customer queries.
• Managing information on the system and ensuring accuracy.
• Assess customer issues and requirements and be reactive whether that means picking up the phone to assist or responding via email/live chat.
• Escalate issues internally when required.
• Keep up to date with software changes.
• Be aware of ticket trends and reoccurring significant issues.
• Meet performance KPI’s.

The Candidate:

•  Previous experience in a customer facing role where you have provided some sort of technical support to people.
• Strong verbal and written communication skills.
• Ability to understand technical problems and explain them using non-technical language.
• Customer service skills.
• Excellent telephone manner.

Does this role sound like you? Click apply today.