1st Line Software Support

4 weeks ago


Sittingbourne, United Kingdom Kent Recruitment Bureau Full time

Sittingbourne | On premise | £20k - £25k

Permanent | Full-time | 601512

**1st Line Software Support**

**Sittingbourne - Office based**

**Due to their rural location, you must have your own transport**

**Salary: £20k - £25k**

Do you have experience in 1st Line Support and are looking to advance your career?

Maybe you are a IT Graduate or College leaver with some Customer Service skills looking to start your career?

Are you a strong communicator who thrives in fast-paced environments?

Interested in technology and up for significant challenges?

This could be the opportunity you've been waiting for.

My client is a leading MarTech company delivering CRM and marketing solutions to help businesses increase productivity, enhance efficiency, and track sales and marketing pipelines. They work with some of the UK’s best-known to overcome genuinely challenging marketing problems.

As a 1st Line Software Support Technician, you will:
**General Support Tasks**:

- Provide the first point of contact to clients
- Diagnose issues and provide effective solutions to clients, this will include proactive instruction to prevent recurrent calls.
- Log cases handled via Telephone and Chat.
- Maintain own case load, ensuring clients are kept informed of any updates.
- Ensure department case load is managed and kept up-to-date in accordance with SLAs.

**Main Duties**:

- Monitor and triage support requests via our helpdesk system.
- Work towards thorough understanding of the product suite
- Investigate issue independently using resources such as knowledge base, sample files & Previous notes to find solution
- Respond to customer inquiries, ensuring adherence to SLAs.
- Collaborate with escalation teams for timely customer support.
- Escalate unresolved issues, resolve incidents, and fulfil requests promptly.
- Monitoring Support inbox
- Ensure all client date is held in accordance with company’s GDPR and privacy policy

**Skills & Requirements**:

- Previous Technical Support experience - ideally one year
- Commitment to excellent customer service and client empathy.
- Passionate about technology and desire to build a career in Fintech
- Strong verbal and written communication skills
- Strong attention to detail
- Problem solving and analytical skills
- SQL skills would be desirable


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