Simple Recruitment are looking for a 1st Line Support Technician for a permanent opportunity with our client in Radstock.
Yearly bonus
Casual dress
Company pension
Cycle to work scheme
On-site parking
No weekends
Career progression
The Job:
This is an exciting opportunity to help Support customers by responding to usage and technical enquiries, providing system training, and ensuring a high-quality support experience across a wide range of products.
* Acting as first-line support/dispatch, answering the support line, logging and scoping queries, and resolving issues where possible.
* Creating and maintaining accurate records in our support ticketing system to ensure clear customer history and meaningful management data.
* Pro actively managing your support queue, providing timely updates to customers, and taking ownership of issues through to resolution.
* Developing strong diagnostic skills and the ability to test systems for faults and inconsistencies.
* Identifying root causes of support issues and resolving them efficiently, escalating more complex issues as appropriate.
* Helping to build and maintain online training materials for customers, ensuring they can make full use of our systems.
* Learning how to install and support our software remotely on customer sites and within AWS-hosted environments.
* Providing support to colleagues across the Customer Support, Sales, and Customer Care teams to share knowledge and improve service delivery.
* Contributing to and updating the company’s internal knowledge base to support team-wide learning and continuous improvement.
* Maintaining high standards of quality in every aspect of your work, and consistently following formalised company procedures.
* Communicating clearly and professionally with customers, using tact, patience, and diplomacy, especially in challenging scenarios.
* Anything as required by the business.
Who are we looking for?
Previous experience in a similar role would be advantageous, but you will have a clear passion for IT and be looking to build your career in this area. You will have strong team-working and communication skills, and be able to embrace a company culture based on honesty and respect. A professional approach and maintaining a high level of customer service is key.
Our brief: Simple Recruitment are acting as an employment agency on behalf of our client, based in Radstock, who are seeking a 1st Line Support Technician to join their team on a permanent basis.
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Alternatively, please call Miriam
at our Somerset team
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