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- Tasks: Provide first-line technical support and manage customer incidents in a fast-paced environment.
- Company: Join a dynamic tech company based in Leeds, dedicated to excellent customer service.
- Benefits: Enjoy flexible working hours, potential for remote work, and a supportive team culture.
- Why this job: Gain hands-on experience in tech support while building valuable customer relationships.
- Qualifications: 5 GCSEs including English and Maths; strong customer service skills are essential.
- Other info: Out-of-hours support required for critical escalations; ideal for tech enthusiasts!
The predicted salary is between 24000 - 36000 £ per year.
My client is seeking a 1st line Technical Support Officer to support their clients and to be based in their Leeds office.
Responsibilities
- Providing first-line support to a varied customer base.
- Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritized in agreed service levels.
- Handling RIPA/IPA requests according to the SLAs.
- Effective incident ticket queue management and ownership of logged incident tickets.
- Initial customer fault investigation on SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms, and Colocations.
- Dealing with all S135/999 database requests and ensuring customers submit details promptly.
- Assisting the Support Team Manager in communicating service updates and announcements to customers.
- Providing first-line support to BWC customers.
- Managing and responding to customers on the live chat forum.
- Managing and responding to automated internal alerts.
- Maintaining internal IT documentation.
- Providing Out-Of-Hours (OOH) support for all P1 escalations.
- Coordinating with internal teams as required.
- Performing any additional duties as needed.
- Scheduling and coordinating number porting with customers and carriers within SLAs.
Personal Skills and Characteristics
- Excellent sales and customer service skills with a proven track record.
- Experience in account management is preferred but not essential if strong customer service and sales skills are demonstrated.
- Experience in the tech/telecoms industry is preferred.
- Ability to build rapport and maintain strong relationships.
- Highly organized.
- IT literate (Word, Google, etc.).
- 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.
Should you have any questions or wish to apply, please contact Clear IT Recruitment Limited. Please note: Due to the volume of applications, we may be unable to respond to every application directly. If you have not heard from us within 3 working days, please assume your application has been unsuccessful.
1st line Technical Support employer: Clear IT Recruitment Ltd
Contact Detail:
Clear IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st line Technical Support
✨Tip Number 1
Familiarise yourself with the common technical issues related to SMS, FAX, Voice, and data services. Understanding these platforms will help you demonstrate your knowledge during any interviews or discussions.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. This will prepare you for handling live chat interactions and managing customer expectations effectively.
✨Tip Number 3
Research the company’s service level agreements (SLAs) and understand their importance. Being able to discuss SLAs confidently will show your commitment to meeting customer needs.
✨Tip Number 4
Network with professionals in the tech/telecoms industry through platforms like LinkedIn. Building connections can provide insights into the role and potentially lead to referrals.
We think you need these skills to ace 1st line Technical Support
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and skills required for the 1st line Technical Support Officer position. Tailor your application to highlight relevant experiences that match these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, technical skills, and any relevant qualifications. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet SLAs and manage incidents.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific examples of how your skills and experiences align with the job requirements, particularly in customer service and technical support.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Clear IT Recruitment Ltd
✨Know Your Technical Stuff
Brush up on your knowledge of SMS, FAX, Voice, and data platforms like 3G/4G and WIFI. Be prepared to discuss how you would handle common technical issues and demonstrate your understanding of the technologies involved.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, be ready to share examples of how you've successfully resolved customer issues in the past. Highlight your ability to build rapport and maintain strong relationships with clients.
✨Understand SLAs and Incident Management
Familiarise yourself with Service Level Agreements (SLAs) and the importance of adhering to them. Be prepared to explain how you would manage incident tickets and ensure timely resolutions while following escalation procedures.
✨Demonstrate Organisational Skills
This role requires excellent organisational abilities. Think of examples that showcase your time management skills and how you prioritise tasks, especially when dealing with multiple customer requests or incidents at once.
