1st Line Support

6 months ago

Manchester, United Kingdom Connex One Full time

**About us**

We are professional and agile.

Our work environment includes:

- Modern office setting

**Company Overview**

Connex One is a UK Based, successful international software house, that designs innovative Cloud SaaS contact centre / customer engagement solutions which focus on insights, data analytics, and omnichannel communications.

Established in 2013, Connex One is now present on 5 continents with a team of over 400 employees based in our Manchester, Miami, Sweden, Durban, Barcelona, and Melbourne offices.

The team is composed of Software Developers, Database Engineers, Data Scientists, Support Staff, Technical Services Engineers, Sales, Solutions Architects, Operations, Marketing, Accounts, Admin, HR & Compliance.

**Role Objectives**

As a 1st Line Customer Support engineer, you will be responsible for maintaining the ConnexOne system, providing troubleshooting support to Customers. You will use ticket based helpdesk software to report, manage, and track customer issues from submission to resolution, providing testing and escalation notes where relevant.

At ConnexOne we value internal career progression. We offer a clear Training and Development plan, which will allow you to grow within the company and move into our more senior support roles.

In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting a combination shift pattern of 8 hour day or night shifts.

Everyone within our Connex One Support team thrives to meet our core values, to enable us to deliver on our goal of providing the best Support in the industry.
- Delivering On Our Promises
- Drive Customer Success
- Prioritise Effectively
- Search Out Repeat Issues
- Fix Root Cause
- Experts In What We Do
- Professional At All Times
- Deliver Quality Every Time

**Core Responsibilities & Duties**
- To maintain a high degree of customer service for all support queries, inline with our Core values and Goals.
- To take ownership of user problems and be proactive when dealing with clients issues.
- Keep the client up to speed on progress with regular feedback on tickets.
- To log all tickets accurately and with enough detail to allow others to follow on the ticket actions.
- To assist customers in developing their knowledge in the use of the use of Connex systems by providing training, advice and sharing KBAs

**Qualifications & Experience**

Key skills/attributes should include:

- Previous experience in customer support is not necessary. Full training will be provided. We are looking for individuals with the below qualities:

- Excellent telephone manners and communication skills.
- Enthusiasm to learn and potential to grow with the company.
- Troubleshooting skills to identify root cause of issues.
- The right attitude to do the right thing for our clients.
- This job description should be taken as a general guide and the company reserves the right to update and amend it in keeping with operational requirements, which may change from time to time._

**Job Types**: Full-time, Permanent, Apprenticeship

**Salary**: £20,319.00-£20,320.00 per year

**Benefits**:

- Company events
- Company pension
- Flexitime

Schedule:

- Day shift
- Flexitime
- Monday to Friday
- Night shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Manchester, M3 3GY: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service/technology: 1 year (preferred)

Licence/Certification:

- Right to work in the UK (required)

Work Location: In person

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