IT Support - 1st Line

Are you a customer focused person? Do you like assisting people and resolving problems? This role is a blend of technical support and customer service where you will support our clients to get the most out of the software whilst fixing faults and issues that may arise.Key Responsibilities:

• Managing client contact via phone and email, aiming to resolve 90% of issues and queries on the same day.
• Remotely logging in to the client site to fix common faults or directing the client to resolve the fault themselves.
• Take ownership of issues ensuring complete customer satisfaction, consulting with subject matter experts and the wider development team when required.
• Educate new and existing clients on the product via video calls and conferences.
• Once fully trained, assist with training and mentoring new starters.

The ideal candidate will have:

• Previous experience in a 1st line IT Helpdesk/ Service Support or similar technical role is desirable but not essential.
• Previous customer service experience (minimum 2 years preferred)
• A team player who can handle support tickets and troubleshoot first line issues.
• Strong and clear communication skills, both written and verbal.
• Strong interpersonal skills with the ability to work well as a collaborator as well as an individual.
• A positive attitude to work and customer first mindset.
• An interest in gaining exposure to innovative technologies.
• The ability to work well under pressure to deadlines and prioritise workload without compromising on quality.
• GCSE’s in Maths and English grade C/4 or above.
• A full UK driving license.

Job Types: Full-time, PermanentPay: £24,000.00-£27,000.00 per year