We’re currently recruiting for a 1st Line IT Support Analyst to join our team! The 1st Line IT Support Analyst is responsible for delivering high-quality support to customers by responding to enquiries, resolving issues, and ensuring a positive customer experience. This role serves as the first point of contact and plays a key part in building and maintaining strong customer relationships. Company Purpose TeamFeePay is a software platform for football clubs, helping club committees and volunteers with their club development needs and day-to-day management. Our software and account-managed service supports clubs with our 5-Pillar Club Development approach. · Finance · People · Governance · Facilities & Equipment · Football TeamFeePay – Employee Benefits · A collaborative and supportive culture and working environment · Regular social and charity events · Competitive salary · Vitality healthcare · Standard pension and holidays · Professional development opportunities. Main Responsibilities Customer Support & Communication · Respond to customer enquiries via phone, email, live chat, and in person. · Provide accurate information regarding our product · Handle customer complaints professionally, ensuring timely resolution and escalation when required. · Maintain a calm, empathetic, and customer focused approach in all interactions. Service Delivery · Process customer requests. · Follow up on outstanding queries to ensure customer satisfaction. · Meet or exceed service-level targets, including response times and quality standards. Administration & Record Keeping · Update customer records accurately in our CRM and internal systems. · Prepare reports on customer interactions, feedback, and recurring issues. · Support internal departments by relaying relevant customer insights or concerns. Continuous Improvement · Identify opportunities to improve service processes and customer experience. · Participate in training sessions and team meetings to maintain up-to-date knowledge. · Contribute ideas for enhancing customer satisfaction and operational efficiency. Skills & Competencies · Excellent verbal and written communication skills · Strong interpersonal and customer handling abilities · Problem-solving and conflict resolution skills · High attention to detail and accuracy · Ability to work under pressure and manage multiple tasks · Proficiency in CRM systems and Microsoft Office tools · Positive attitude and a commitment to customer excellence Qualifications & Experience · Previous experience in customer service or a similar role (preferred) · Experience in [industry-specific requirement, if applicable] This job description is not intended to be exhaustive in every respect, but rather to clearly define the fundamental purpose, responsibilities, and dimensions for the role. Employees are expected to undertake all other reasonable and related tasks allocated by line management.