Role: 1st Line IT Customer Support
Location: Pershore
Salary: £26,000
The Role
As a 1st Line Customer Support Specialist, you will be the first point of contact for customers needing assistance with our products. You'll resolve routine technical issues, triage complex problems for escalation, deliver customer training, and support our Managed Service.
This is an on-site role, so reliable commuting to our Pershore office is essential.
Key Responsibilities
Support & Troubleshooting:
Monitor, triage, and respond to support tickets via the Helpdesk system.
Provide 1st line technical support for hardware, software, and platform issues.
Escalate complex issues to 2nd line or specialist teams.
Customer Communication:
Communicate professionally via phone and email.
Keep customers updated on the status of their support requests.
Managed Service Tasks:
Conduct routine system audits, reporting, and account configuration.
Identify recurring issues and suggest improvements.
Skills & Experience
Experience in a 1st line support or technical helpdesk role preferred.
Comfortable with helpdesk software (experience with HubSpot is a plus).
Strong troubleshooting, problem-solving, and communication skills.
Organised, able to manage multiple tasks and tickets simultaneously.
Confident using software platforms and explaining them to others.
Customer-focused, calm under pressure, and professional.
Basic office administration and computer skills expected; full training provided.
Benefits
Company pension
Health & wellbeing programme
On-site parking
Please apply now to be considered for this role.
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