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1st Line Technical Support Specialist

Date Posted: 5th January 2022
  • Job Ref: 401
  • Job Type: Permanent
  • Location: Shoeburyness

Job Description

1st Line Technical Support

Do you have experience in IT and looking for a permanent position? If so, we have an exciting opportunity for our client based in Southend as 1st Line Support, being the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults to resolution.

£22,000 Per Annum  

Hours 9am-5:30pm Monday –Friday

Key Responsibilities

  • Day to day manning of the Service Desk
  • Management and resolution of service tickets across solutions products and services
  • Use of remote management solutions to assist with resolving service tickets
  • Ensure high levels of customer satisfaction are maintained
  • Attend customers sites (where required) to resolve service tickets
  • Provide regular communication and support to customers via email, telephone and through service tickets
  • Use of carrier portals to raise and escalate customers support queries through to completion
  • Ensure all customer information is tracked and kept up to date on the company database/system
  • Liaise with carriers and suppliers where required
  • Support, co-ordinate and maintain relationships with internal teams where required.
  • Supporting other teams with overflow where required to ensure customers are kept satisfied regardless of product

 

Ideal candidate

 

  • Customer Service experience
  • Proven record of customer relationship building
  • Fault or incident experience
  • Good communication and organisational skills
  • Excellent attention to detail
  • Proficient in Microsoft office in particular MS Excel
  • Technical knowledge and experience of Customer IT Environments
  • Adaptability and initiative with a pro-active approach
  • Ability to work to deadlines and prioritise workload
  • Commitment to further professional and personal development
  • Enthusiastic, analytical, creative, innovative and confident
  • Reliable, flexible and cooperative
  • Ability to liaise with customers in an empathic and technically effective manner

 

If you feel this is the role for you, please do not hesitate to contact us at One to One Personnel on 01702 46 44 44 or forward your CV to gabriel.gosden@121personnel.co.uk