Simple Recruitment are looking for a 1st Line Support Technician for a permanent opportunity with our client in Radstock.
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.
1. Acting as first-line support/dispatch, answering the support line, logging and scoping queries, and resolving issues where possible.
2. Creating and maintaining accurate records in our support ticketing system to ensure clear customer history and meaningful management data.
3. Pro actively managing your support queue, providing timely updates to customers, and taking ownership of issues through to resolution.
4. Developing strong diagnostic skills and the ability to test systems for faults and inconsistencies.
5. Identifying root causes of support issues and resolving them efficiently, escalating more complex issues as appropriate.
6. Helping to build and maintain online training materials for customers, ensuring they can make full use of our systems.
7. Learning how to install and support our software remotely on customer sites and within AWS-hosted environments.
8. Providing support to colleagues across the Customer Support, Sales, and Customer Care teams to share knowledge and improve service delivery.
9. Contributing to and updati...