First Line Support Consultant

We are looking for a First Line Support Consultant to be the first point of contact for our client and users, ensuring they receive outstanding support and a positive customer experience.

Iken is an independent software company in Bristol with a strong reputation for delivering innovative software solutions and exceptional client care. We believe in continuous improvement, collaboration, and empowering our people to achieve their potential within a culture that provides both challenge and support.

Our values are at the heart of everything we do. We're looking for someone who shares out commitment to being:

• Inquisitive – always looking to understand, learn and improve.
• Brave – willing to step up, contribute ideas and overcome challenges.
• Tenacious – determined to find solutions and achieve great outcomes.
• Warm Hearted – supportive, positive and focused on helping others.

The Role

As a First Line Support Consultant, you will be the primary point of contact for users of Iken software products. You'll respond to support enquiries, investigate issues, provide guidance and resolutions where possible, and escalate more complex cases to specialist colleagues when required.

You will play a key role in ensuring customers receive timely updates, effective solutions, and an exceptional support experience.

Key Responsibilities

• Respond to support requests via phone, email, chat and support portal.
• Log, prioritise and manage support tickets in line with service level agreements.
• Investigate and resolve common user issues and provide guidance or training where appropriate.
• Liaise with end users and client IT teams to diagnose and resolve problems.
• Keep customers updated throughout the lifecycle of their support requests.
• Escalate complex issues to senior technical colleagues when necessary.
• Contribute to knowledge base articles and self-service resources.
• Support wider teams with product knowledge, guidance and training materials.

Skills & Experience

• Experience working in an internal or customer-facing IT support environment.
• Strong troubleshooting, analysis and investigative skills.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to users with varying levels of technical knowledge.
• Good working knowledge of Microsoft Office, Windows operating systems, Microsoft Edge and Google Chrome.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.

Desirable

• Experience supporting a bespoke software application or platform

About You

• Enjoy helping people and delivering excellent customer service.
• Can work independently while maintaining strong communication with colleagues.
• Shows empathy and patience when supporting users.
• Has a natural curiosity and desire to learn.
• Is determined to solve problems and see issues through to resolution.