1st Line Support Engineer

The HR Department
Bournemouth, UK
14 Sep 2019
04 Oct 2019
Contract Type
Full Time
Our client, the IT arm of a globally recognised high street brand, whose product is used in 30 countries across the globe, have an exciting position for a 1st Line Support Engineer to join their expanding support team based in Bournemouth, Dorset.

As the 1st Line Support Engineer you will be responsible for acting as the first port of call for clients and addressing their issues in a timely manner through the appropriate means.

Key duties and Responsibilities

·Answer support calls via phone, email and online chat from customers.

·Resolve customer calls on the phone, via email and online chat in a smooth, effective and efficient manner.

·Log support calls onto the support system.

·Maintain communication with customers to ensure that they are up to date with progress and that their expectations are managed.

·Escalate calls to 2nd line support as and when required.

·Assist with the maintenance of efficient call levels and job resolution rates.

·Take ownership of raised issues and see through to completion, providing excellent customer experience throughout.

An ideal candidate will be

·A self-starter with a "can-do" approach.

·Excellent telephone manner.

·Someone able to prioritise workload according to urgency.

·People orientated with exemplary customer service skills.

·A team player, with willingness to learn and teach where appropriate.

·Naturally adept at problem solving.

·Capable of using their own initiative.

·Able to be resourceful in securing a resolution to a problem.

Experience required

·Proven experience within a 1st Line Support role.

·Experience of SQL Server would be advantageous.

This job was originally posted as www.totaljobs.com/job/87875021

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