1st Line Support

XCL Management Global Recruitment
11 Feb 2018
15 Mar 2018
Contract Type
Full Time
Our client is expanding their team at the offices based near Wellinton.

Reporting to the Technical Support Manager, you will be part of a 1st Line Support team involved in all aspects of technical and customer support.

You will be tasked with identifying and resolving issues reported from their bespoke in-house suite of software’s customer configuration templates.
They will also be tasked with enhancing these templates according to customer specification.

You will work closely with customers and the ‘Customer Support’ team to resolve calls in an efficient and timely manner.

This is a fast paced role which is often time critical.

Principal Activities

• Understanding and implementing customer requirements
• Identifying and implementing any improvements to a ‘customisation’ to bring it in-line with company standards
• Investigating and remedying any faults occurring within a customisation or our software application(s)
• Identifying and escalating any software issues to the Support Manager
• Producing and maintaining a clear and succinct log of activities
• Analysing and understanding customer data and processing rules
• Writing and testing bespoke, criteria-based rule sets
• Following pre-defined procedures and documentation to aid timely task resolution


• Minimum GCSE grade C or above level or equivalent in English and Maths
• Minimum 1 year commercial experience

Key Attributes

Candidates will need to demonstrate the ability to:
• Work quickly and efficiently
• Cope with more than one task
• Work under pressure to tight deadlines
• Work methodically and logically
• Plan, control and organise their own activities
• Work within a team environment
• Relay technical information clearly
• Assimilate new information
• Adapt and be open to change
• Understand new and bespoke software

Candidates will need to demonstrate:

• Excellent attention to detail
• Excellent written and verbal communication skills
• Initiative
• Problem solving capabilities

Working Monday to Friday 08.30AM - 5.30PM

Excellent working environment, Free Parking

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