1st Line Support

Job Title: 1st Line Support

Location: Rochester,Strood, Chatham, Gillingham,Rainham, Gravesend, Maidstone, Sittingbourne, Dartford, Tonbridge

Start date: Immediate start

Salary: Up to £27,500

Our client is seeking an enthusiastic and proactive, hard-working 1st Line Support Consultant to join a busy Customer Support department working within a Tech business.

You will work as part of a team delivering a first class, professional customer service in a 1st line support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

JOB RESPONSIBILITIES

The role itself is very varied and will entail:

• Logging and progressing 1st line Support Calls
• Follow up “customer care” calls
• Promote the latest products and services to the customer base
• Logging calls from emails onto the support desk system
• Maintaining remote access/support documents and customer records on CRM
• Set, maintain and exceed customer service standards
• To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
• To progress all outstanding calls and ensure they are resolved within the relevant time scales

JOB QUALIFICATIONS:

Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage.

Previous experience of face-to-face or telephone-based customer service is desired.

Your Personal Characteristics will include:

• Excellent communication skills, particularly over the telephone, with the ability to
• explain issues clearly and simply, both orally and in writing
• An ability to build a rapport with customers
• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritize
• Persistent and resilient under pressure, with a good sense of humor
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Self-motivated, resourceful and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic and professional
• Flexible and hard working approach

You are required to be eligible to work in the UK full time without restriction. If you feel you have the relevant skills and experience required for this role, then please apply to Evolve Recruitment, Kingston upon Thames for more information.

Due to the high volume of applications we receive it is not always possible to respond to unsuccessful applicants. Therefore, if we have not responded to your application within five days please assume that on this occasion your application has not been successful.