1st Line Application Support

7 days ago

Christchurch, United Kingdom I-Fulfilment Full time

Success is all about having the right team in place to deal with the demands of our growing client base along with our ambitious expansion plans.

At I-Fulfilment we have a requirement for a **1st Line Application Support person**, who will join a growing team to help us deliver a first-class service for our in-house software.

Our system runs warehouses globally with over 150+ end clients to support. In addition to this, we are transitioning the system to be available as a SaaS product, which will bring new challenges from a support perspective. Therefore, we’d like to start building a solid support team to help us manage day-to-day enquiries, investigating issues and general support for all our users both internally and externally.

**A little bit about the 1st Line Application Support role**:
The key to support ticket resolution is getting as much information as you can from the reporter up front and then documenting your investigation process. This provides us with a full trail of what has happened with the ticket, so it is visible to the wider Support & IT team. Keeping the client up to date on progress is a vital part of the role, so we can ensure clients and internal users receive an excellent customer service experience.

Your communication skills are going to be the challenged in this role, as you need to be able to talk to end users about technical issues, then talk to technical teams about the same issue, but from an end user perspective, so adapting to your audience is going to be key to your success in the role.

As with all support roles, people usually only call when something is not going well for them, so patience and prioritising the workload to keep all the plates juggling, is going to be a significant part of this role.

**Responsibilities**:

- To maintain a high degree of customer service for all support queries
- Log all calls in the Zendesk Ticketing System
- Where possible undertake 1st time fixes for incidents logged
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Gather & document as much information as you can for more complex service issues before escalating to 2nd/3rd line support

**Skills Required**:

- Excellent communication skills and telephone manner.
- Excellent organisational skills.
- Fault-finding and analytical skills.
- Previous experience in a software or IT environment
- Strong knowledge of Microsoft based programs
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Willing to adapt and learn new skills
- Ability to work on own initiative

**Desirable Skills**:

- Exposure to web development technologies and databases
- Computer & Printer hardware support

**Hours, Salary and Benefits**:
40 hours per week, Monday to Friday, Core hours of 8.30 am -5.30 pm

Starting salary of £22,000, Depending on Experience

On top of Company Partner discounts, additional benefits include Birthday off, Health Cash plan after qualifying period, social events.

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

**Salary**: From £22,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Free parking
- Wellness programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- The Runway, BH23 4FL: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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