1st Line Support Specialist

2 days ago

London, United Kingdom Contact Centre Recruitment Full time

**1st Line Software Support Specialist - Telephone Based**

**Location: Central London/Hybrid Working/Remote**

**Salary: £28,000-£30,000 DOE, Plus Excellent Bonus & Benefits package**

**The Role**

As a Product Support Specialist with my client, you will be the first point of contact for our clients to diagnose and resolve any queries they have. Your goal will be to provide best-in-class concierge-style support to some of the most experienced and respected business leaders and company directors in Britain. Your success will provide a memorable experience for our clients - educate them on how to get the most from our platform - while simultaneously working with other departments to deliver training and contribute to product development. Responsibilities include:

- Diagnosing and resolving any client queries by asking intelligent, pertinent questions that allow you to build context around potentially more complex issues and escalate if necessary
- Using your judgement to assess whether any issues might be the result of a software-based bug or reveal the need for more advanced training and guidance
- Supporting other internal teams such as Product and Customer Success by occasionally delivering client training, attending client meetings or providing feedback to aid future product development
- Maintaining accurate records of all client interactions
- Maintaining up-to-date knowledge of product developments and changes
- Supporting internal teams on user data requests and analysis, and with quality assurance issues
- Providing a feedback loop to the product and customer teams, representing our customers’ voice

Due to the need for 24/7 coverage, you will enter a rota for out of hours coverage with shifts covering occasional weekends and evenings. Call volumes can vary during out of hours periods..

While it’s advantageous to have experience of first-line software support, we’re more interested in someone who is passionate about consistently delivering an outstanding customer experience and has a genuine interest in learning more about technology. Key requirements include:

- Commitment to delivering the best quality of service to clients, with a track record of service from a relevant business or industry
- Confidence to ask questions to ascertain exactly what someone wants to know before providing an answer
- Commercially minded with an entrepreneurial drive and ‘can do’ attitude
- Naturally inquisitive and genuinely interested in customer service and in technology
- Excellent spoken and written communication skills, with the ability to explain concepts and ideas efficiently and engagingly
- Exceptional attention to detail and standards
- A strong track record in a customer-facing role, delivering exceptional standards of service

**Benefits**
- Competitive salary & pension scheme
- Personal performance bonus
- Company performance bonus share
- 26 days holiday each calendar year
- Bupa health & dental cover
- Group life insurance (4x annual salary)
- Employee Assistance Program and Bereavement Counselling & Probate Helpline
- AIG Smart Health
- Season Ticket Travel Card Loan and Cycle to Work Scheme
- Eye test vouchers and Flu Jabs
- Gym membership discounts
- Regular company socials
- We are currently working remotely, we anticipate in the future this role will be based partially in our Central London office and partially WFH/some remote working

**Salary**: £27,000.00-£30,000.00 per year

**Benefits**:

- Flexitime
- Profit sharing
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- London, Greater London: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

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