1st Line Support Analyst

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1st Line Support Analyst

1st Line / Software Support / Customer Service / Sutton Coldfield / Birmingham

Award winning and market leading Software Company in Sutton Coldfield is looking for a passionate 1st Line Support Analyst to join their growing Customer Services team. This is initially a 12 month FTC but will most likely go permanent if all goes well.

The 1st Line Support Technician will provide high quality first point of contact customer support for end users of their clients' bespoke software.

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

Key Skills and Experience:

*Proven software support background or experience of working within a busy call centre environment.

*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, dealing with potentially difficult customers in a professional manner.

*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 customer service level agreements whilst maintaining attention to detail.

*A team player with a flexible working style - able to be dynamic and deal with changing priorities within a large team.

*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.

*Any experience of ITIL and SQL or Crystal reports is desirable but not essential.

This is a great opportunity to join an established, yet growing organisation during an exciting period of change. The salary on offer for this role is £18,000 rising to £19,000 upon completing probation, plus an excellent benefits package.

Please apply ASAP to be considered!

1st Line / Software Support / Customer Service / Sutton Coldfield / Birmingham

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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