1st Line Support Engineer

1st Line Support Engineer Permanent Location: Rochester - 4 days a week on site Salary: £22,000 - £26,250 + Benefits + Bonus + On Call

We are supporting an established organisation who is seeking to appoint a 1st Line Support Consultant to join a busy Customer Support team.

The successful candidate will work as part of a team delivering a high-quality, professional customer support service in a 1st line support environment. The role involves using sound judgement to manage service requests from logging through to resolution, ensuring adherence to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards to maximise customer satisfaction.

Key Responsibilities

The role is varied and will include:

• Logging and progressing 1st line support calls

• Conducting customer follow-up calls to ensure satisfaction

• Promoting relevant products and services to the existing customer base

• Logging support requests received via email into the support desk system

• Maintaining remote access/support documentation and updating customer records within the CRM system

• Setting, maintaining and exceeding customer service standards

• Encouraging customer feedback and identifying opportunities for service improvement

• Escalating or resolving issues within agreed response and resolution timeframes

• Ensuring all outstanding support calls are progressed and resolved promptly

Personal Attributes

The successful candidate will demonstrate:

• Excellent communication skills, particularly over the telephone, with the ability to explain technical issues clearly both verbally and in writing

• The ability to build rapport with customers

• Strong logical and analytical thinking, with a methodical approach to problem-solving

• A solution-focused mindset with good prioritisation skills

• Resilience and persistence when working under pressure

• High levels of accuracy and attention to detail

• The ability to work both independently and as part of a team

• A self-motivated and proactive attitude, with a willingness to learn and share knowledge

• A professional, empathetic and customer-focused approach

• Strong administrative and organisational skills

• The ability to manage multiple tasks and follow established processes

• A flexible and hardworking attitude