1st Line Support Technician

7 days ago

Bath, Bath and North East Somerset, United Kingdom Chronologic Ltd Full time £15,000 - £30,000 per year

Job Title:
1
st
Line Support Technician

Reporting to: Customer Services Manager

Section: Customer Support team

Hours: Mon - Fri, 8:30am - 5pm

Location: On-site (Radstock, BA3)

Responsible for:

Supporting customers by responding to usage and technical enquiries, providing system training, and ensuring a high-quality support experience across a wide range of software and hardware products.

Background:

Chronologic is a mature B2B supplier of time and attendance, and workforce management systems with a solid customer base. It supplies a range of systems and products to techie and non-techie people in a wide range of businesses and market sectors.

Chronologic has a strong culture of honesty and respects and has grown by recruiting and developing high quality staff, providing good quality products and a high level of customer service. The implications of this are that everyone working in the Customer Support will, in general:

(a)      develop an understanding of a wide range of activities;

(b)      need to develop a broad range of skills so that the range of IT and Networking activities can be covered effectively; and

(c)      often work together with other team members on certain activities.

This is a fulltime role joining an existing, busy support team. The job involves working from the operations base in Midsomer Norton; there may be the occasional need to visit customer sites from time to time.

Key working relationships:

  • Customer Support management
  • The Customer Support team
  • Other members of the Sales and Customer Service team
  • Operations Director

Key Responsibilities

  1. Acting as first-line support/dispatch, answering the support line, logging and scoping queries, and resolving issues where possible.
  2. Creating and maintaining accurate records in our support ticketing system to ensure clear customer history and meaningful management data.
  3. Proactively managing your support queue, providing timely updates to customers, and taking ownership of issues through to resolution.
  4. Developing strong diagnostic skills and the ability to test systems for faults and inconsistencies.
  5. Identifying root causes of support issues and resolving them efficiently, escalating more complex issues as appropriate.
  6. Helping to build and maintain online training materials for customers, ensuring they can make full use of our systems.
  7. Learning how to install and support our software remotely on customer sites and within AWS-hosted environments.
  8. Providing support to colleagues across the Customer Support, Sales, and Customer Care teams to share knowledge and improve service delivery.
  9. Contributing to and updating the company's internal knowledge base to support team-wide learning and continuous improvement.
  10. Maintaining high standards of quality in every aspect of your work, and consistently following formalised company procedures.
  11. Communicating clearly and professionally with customers, using tact, patience, and diplomacy, especially in challenging scenarios.
  12. Anything as required by the business.

Progression and Development:

Chronologic encourages and supports staff progression and development. This role has a number of areas of progression including progression to 2
nd
Line support when able to carry out in depth fault rectification and bug finding and reporting or a field of specialism.

Chronologic provides learning opportunity for all its staff by providing access and time to complete online training courses that benefit both individual and the business.

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