Software Support Consultant 1st Line

Applause IT
24000.00 GBP Annual
22 Oct 2019
28 Oct 2019
Job Type
Contract Type

Role: Software Support Consultant

Salary: GBP24,000 DOE

Location: Coventry

We are looking to hire a Software Support Consultant to join our experienced Support Team. You will maintain the ongoing relationship with our customers. You will need to provide excellent and rapid customer service remotely (telephone, email, web chat etc.), at the same time as delivering relevant and valuable solutions to our customers.

The Role:

  • Provide 1st Line support to customers in the UK and Ireland
  • Keep in-house support systems up to date
  • Make sure support requests are handled within agreed SLA's
  • Ensure call statistics such as wait times and queue are maintained to a high standard
  • Smoothly "on-board" new customers
  • Maintain strong relationship with 2nd line team ensuring jobs have sufficient detail
  • Create support articles and produce "how to" videos for our online help system

Required Skills:

  • Previous exposure within a technical support environment is desirable or the ability to demonstrate troubleshooting skills within a similar environment.
  • Previous experience supporting customers remotely (telephone, e-mail etc.)

If you are interested in this role please send your CV to james(dot)round(at)applauseit(dot)co(dot)uk