First Line Support Consultant

2 days ago

Sale, United Kingdom Cordius Ltd Full time

Cordius are recruiting for a First line support consultant based in Manchester. Our client is currently expanding their UK support team due to their continuous growth in the UK and European markets.

You will work in a team-based environment at the Service Desk to provide first-line support to all our customers. You will be responsible for providing first-time responses and fixes whenever possible, routing tickets to third-party suppliers, triaging andescalating tickets as necessary.

**Job description**
- To ensure that the Team Lead is kept informed of progress and of major problems and/or concerns in a timely manner.
- Responsibility for serving as the Service Desk's initial point of contact.
- Updating the knowledge base.
- Continuous Innovation and Service Improvements.
- Accountability for maintaining company call recording systems.
- Work within SLA and KPI targets to achieve agreed-upon objectives.
- Providing effective first-line customer support.

**Personal qualities**
- Forward-thinking, customer-centric, and self-motivated, with a desire to enhance all support services and the user experience.
- Strive for a culture of service excellence, placing the customer, our people, and our business at the centre of all actions.
- Display excellent organisational skills and accept responsibility for your daily workload.
- Exhibit a methodical, disciplined, and analytical approach.
- Be customer-focused and zealous in ensuring that co-workers receive a high quality service.

**Hours**
- Working on a shift basis
- Monday to Sunday 08:00 to 18:00 *Some variations may apply

**Requirements**:
Essential
- 1-3 years of first/second line support experience
- Excellent troubleshooting and problem-solving skills
- Experience providing phone support to customers
- Experience with managing tickets
- Experience in Supporting Retail
- ITIL experience

Desirable
- Experience with Retail IT/POS Support Solutions

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