1st Line Support Advisor
Crawley, UK
£25,000 - £28,000 per annum
About the Role
We are currently recruiting for a 1st Line Support Advisor to join a growing and dynamic team based in Crawley. This is an excellent opportunity for someone with strong customer service skills and an interest in technology to develop a career in IT and telecommunications support.
As a 1st Line Support Advisor, you will act as the first point of contact for customers, delivering a professional and efficient support service. You will be responsible for handling incoming queries, diagnosing issues, and ensuring all support requests are managed effectively through to resolution or escalation.
Key Responsibilities
* Act as the first point of contact for customers via phone, email, and other channels
* Provide a professional, friendly, and customer-focused service at all times
* Accurately log, categorise, and prioritise incoming support requests
* Diagnose and resolve basic technical issues (broadband, VoIP, hosted telephony, network services)
* Create clear and detailed service tickets for all customer interactions
* Escalate more complex issues to 2nd Line Support or relevant teams
* Keep customers informed with regular updates on their queries
* Maintain accurate records within the ticketing system
* Contribute to internal knowledge base documentation
* Ensure high levels of customer satisfaction
About You
To be successful in this 1st Line Support Advisor role, you will have:
* Previous experience in customer service or a helpdesk/support environment
* Excellent communication skills (both written and verbal)
* A confident and professional telephone manner
* Strong problem-solving skills with a logical approach
* Ability to prioritise workload in a fast-paced environment
* Experience using ticketing systems or similar software (desirable)
* A proactive attitude and willingness to learn
* Basic understanding of telecoms (broadband, VoIP, hosted telephony) training is provided
Salary & Benefits
* Competitive salary of £25,000 - £28,000 DOE.
* Clear progression into 2nd Line Support and technical roles
* Ongoing training and development opportunities
* Pension scheme
* Flexible working options
* Supportive and collaborative team environment
Apply Now
If you're looking to build a career in technical support and want to join a forward-thinking company, this 1st Line Support Advisor position could be the perfect next step.
Apply today and we will be in touch.
#J-18808-Ljbffr