A 1st Line Support Technician

Network IT
£18,000 per annum
01 Aug 2017
31 Aug 2017
Contract Type
Full Time
A 1st Line Support Technician is now required to join an award winning, market leading organisation in Sutton Coldfield, Birmingham.

The successful candidate will be working within the Support Department and will a provide high quality first point of contact customer support for end users of their clients' bespoke software.

1st Line Support Technician Key Responsibilities:

• Provide 1st line contact technical support to customers and third party contractors

• Maintain high standards of customer service via email, telephone and live chat

• Record detailed and accurate notes within the internal ticketing system

• Categorise, prioritise and investigate issues – escalating only when required

• Provide administrative support where required

• Tracking of calls and keeping customers informed of the status of their queries

• Shadow customer sessions for customer one-to-one training

• Respond quickly and professionally to all queries and issues

Person Specification:

The successful candidate for the role of 1st Line Support Technician must possess either a proven software support background or experience of working within a busy call center environment, and have the following skills and attributes:

• The ability to trouble shoot, think laterally and question the situation before escalating the issue

• Passion for providing a top quality service to customers, building rapport and trust

• Able to work in a pressured environment

• Able to take on and retain large amounts of new information including bespoke software

• Able to juggle many tasks and a high workload adhering to SLA agreements

• A team player with a flexible working style –

• Driven and able to use own initiative within a team that is not micro-managed

• Excellent written and verbal communicator, able to explain technical issues in a clear and concise manner to non-technically minded clients

The 1st Line Support Technician can expect a starting salary of £18,000 rising to £19,000 after successful completion of your probation period. The is position is initially for 12 months to cover maternity leave but with the possibility to be extended. You can also expect the following benefits:

• Scottish Widows Pension Plan – 5% employer contribution, 1% employee contribution with optional salary sacrifice on completion of your probationary period

• Health cash plan provided by Westfield Health

• 22 days holiday initially, rising to 25 days after the required length of service (pro-rata for part-time hours)

• Travel to work scheme - claim 50% back on seasonal train or bus tickets for your travel to and from work

• Childcare voucher scheme provided by Edenred

• Death in service plan – 4 x annual basic salary

• Employee Assistance Programme provided by Legal and General

• Birthday Payment – one off payment each year of £150 subject to normal deductions

• Buy and Sell Holiday Scheme

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