Role Summary
We are seeking an L1 Support Agent to join our Support team on a 6‑month maternity cover basis. This is a frontline role responsible for delivering high-quality customer support, acting as the first point of contact for customers, and ensuring a positive support experience through clear communication and effective issue handling.
Key Responsibilities
* Handle inbound customer contacts via phone and other support channels
* Log, track, and manage customer issues in the ticketing system
* Perform initial triage and basic troubleshooting of issues
* Communicate clearly with customers, including setting expectations and timelines
* Provide regular updates to customers on ticket progress
* Escalate more complex issues to L2 with clear and accurate information
* Maintain high-quality ticket documentation and attention to detail
Skills & Attributes
* Strong customer empathy and ability to build rapport
* Excellent communication skills (verbal and written)
* High attention to detail and accuracy when recording information
* Ability to stay calm and professional under pressure
* Organised, reliable, and able to manage multiple tasks
Experience & Requirements
* Previous customer service or support experience preferred
* Experience using ticketing/CRM systems is beneficial
* ERP experience is desirable but not essential
* Basic technical aptitude and willingness to learn
Contract Details
* Fixed-term contract: 6 months (maternity cover)
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