1st Line Support Technician

1 week ago

Southampton, United Kingdom Manchester Staff Ltd Full time

**1st Line Support Technician - Southampton - up to £25k**

**Manchester Staff**is pleased to be looking for a 1st Line Support Technician to assist in building and maintaining the reputation of our clients Support Team through the delivery of their technical support functions both internally and externally.

The company is a very well-established MSP that operates nationally.

**Role & Responsibilities**
- Manage end users in line with processes set by the business.
- Dealing with customer issues in line with our CS training.
- Log customer service issues and escalate to relevant department as specified by customer process.
- Manage assigned faults in the 1st Line team members queue within SLA’s.
- Represent the business by taking bulk of inbound calls at an estimated minimum of 40 inbound calls a day. Call back tickets back log of 20 a day.
- Attend 1 agent review a month to further progress knowledge and performance.
- Ensuring customer calls are answered in line with KPI’s.
- Making sure all faults are expediated in line with customer expectations and KPI’s
- Proactive and flexible approach to work.
- Manage WIP’s to ensure pending end user and confirm clear cases are assigned to relevant teams.

**Experience**
- Customer Service Experience or Client Service Experience.
- Phone handling skills.
- Strong communication skills.
- Good written competencies.
- Ability to professionally respond to customers.
- Track record of achieving targets.

**The Person**
- Good Time Management.
- Proactive Approach to Work.
- Attention to detail.
- Ambitious personality, and desire to build a career.
- Work a shift pattern on a 24/7 rota, including night shift.

**Package**:

- 30 days holiday rising by a day for every year of service.
- Birthday off.
- Volunteer Time Off - 2 Days a year
- Personal Interest Allowance of £400 to use to develop a skill outside of work.
- Vitality Healthcare.
- Free Parking.
- Luxurious Office Space.

**About UK Staffing**:
UK Staffing Group are a specialist recruitment business focused on delivering highly experienced and reputable permanent staff to local businesses.

**We can offer**:

- Free support and advice to help you with your job search.
- Full interview support including a pre-interview call with a specialist consultant and coaching on interview tips and techniques.
- After placement support.

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