Customer Service / 1st Line Support

Salary: £26,000 per year

We are looking for someone with customer service experience to train to become a Service Desk 1st line support person, for an IT company based in Telford.

It is on days from Monday to Friday, 09:00 to 17:30, with 1 hour lunch.

The Service Desk Agent will be the initial port of call for providing technical support to end-users who need assistance with the extensive product set. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work satisfactorily. Requests may be received by telephone and/so excellent communication skills are essential. After full training, you will be expected to be able to handle a high proportion of any issues directly and where things become more complex, ensure a clean handover of the problem to other areas of the business including second line support and the development team.

Purpose:

1. Will be the first point of contact for Customers via telephone, email or internet.

2. Main duty involves information gathering and collation of reported issues.

3. Reproducing reported issues where possible.

4. Working within defined Service Level Agreements.

5. Diagnosis and solving customer membership issues and problems, liaising with Customer Relations, Development and other Support members.

6. To perform other duties as directed by any Director of the company as may from time to time be required.

Essential requirements:

1. Personable nature, with good telephone manner

2. Accurate, numerate & literate

3. Ability to work on, and use, own initiative

4. Keen to learn new skills

5. Able to balance workload

6. Experience of customer service or 1st line support

The starting salary is £26,000rising to between £17,000 and £18,500, following 3 months probabtion