1st Line Support Engineer Permanent Location: Rochester - 4 days a week on site Salary: £22,000 - £26,250 + Benefits + Bonus + On Call
We are supporting an established organisation who is seeking to appoint a 1st Line Support Consultant to join a busy Customer Support team.
The successful candidate will work as part of a team delivering a high-quality, professional customer support service in a 1st line support environment. The role involves using sound judgement to manage service requests from logging through to resolution, ensuring adherence to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards to maximise customer satisfaction.
Key Responsibilities
The role is varied and will include:
1. Logging and progressing 1st line support calls
2. Conducting customer follow-up calls to ensure satisfaction
3. Promoting relevant products and services to the existing customer base
4. Logging support requests received via email into the support desk system
5. Maintaining remote access/support documentation and updating customer records within the CRM system
6. Setting, maintaining and exceeding customer service standards
7. Encouraging customer feedback and identifying opportunities for service improvement
8. Escalating or resolving issues within agreed response and resolution time...