1st Line Support
3 days ago
**Job Details**:
- **Posted**: 2 days ago
- **Location**: Newcastle, New South Wales
- **Salary**: £25,000
- **Discipline**: Tech & Digital
- **Job Ref**: PROF_170121
**About the role**:
A successful software company based in Longbenton are looking to bring on a first-line Support Analyst who will be the customer’s first point of contact, providing technical support to clients for their bespoke transport management software and supporting the roll-out of new software solutions.
You will be rewarded with bonus schemes, training, and a salary of up to £26,000.
You will be responsible for:
- Follow triage, incident, and service request procedures in accordance with service levels.
- Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements.
- Maintain a high-quality service to our customers.
- Managing multiple cases at one time, ensuring case notes are up to date.
- Diagnosing and resolving incidents using remote access tools and verbal instructions.
- Installing and configuring software.
- Following up with clients to ensure the problem is resolved.
- Escalate more complex cases to 2nd Line Technical Support, with full and detailed notes.
To be successful in this role you should have:
- Exceptional customer service skills.
- The ability to support non-technical customers and explain complex IT concepts in simple terms.
- Excellent organisational skills with the ability to manage priorities.
- The ability to troubleshoot a variety of issues and resolve user issues.
- Ability to work on your own initiative and make balanced decisions.
- A commitment towards delivering quality customer service.
There are plenty of opportunities in this role to develop your skills and take the next steps in your career with a company that invests in its training and support schemes.
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