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- Tasks: Provide first-line technical support and manage customer queries in a fast-paced environment.
- Company: Join a dynamic tech company based in Leeds, dedicated to excellent customer service.
- Benefits: Enjoy a supportive work culture with opportunities for growth and development.
- Why this job: Perfect for tech enthusiasts wanting to make an impact while building valuable skills.
- Qualifications: 5 GCSEs A*-C/9-4 including English and Maths; customer service experience preferred.
- Other info: Flexible working hours and potential for career advancement in the tech industry.
My client is seeking a 1st line Technical Support office to support their clients and to be based in their Leeds office. A variety of soft skills and experience may be required for the following role. Please ensure you check the overview below carefully.
Responsibilities:
- Providing first-line support to varied customer base
- Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels
- RIPA/IPA request to be dealt with according to the SLA’s
- Effective incident ticket queue management and ownership of logged incident tickets
- Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms and Colocations
- To deal with all S135/999 database requests ensuring customers submit details in a timely manner
- Assisting the Support Team Manager to communicate service updates and announcements to the 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
- Upkeep of internal IT documentation
- Provide OOH cover for all P1 escalations
- Coordinating with various internal teams in line with requirements
- Any additional duties that may be required
- Scheduling and coordination of number porting with customers and other carriers within agreed SLAs
Personal skills and characteristics:
- Have excellent sales and customer service skills and a track record to prove it.
- Preferably have experience in account management, but this is not essential if you can demonstrate great customer service and direct sales experience.
- Experience in the tech/telecoms industry (preferred).
- Can build rapport and maintain strong relationships.
- Are highly organised.
- 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 do not hesitate to contact Clear IT Recruitment Limited.
Please Note: Due to the number of applications we receive 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
Contact Detail:
Clear IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st line Technical Support
✨Tip Number 1
Familiarise yourself with common technical issues related to SMS, FAX, Voice, and data services. Being able to discuss these topics confidently during an interview will show your potential employer that you have a solid understanding of the role.
✨Tip Number 2
Brush up on your customer service skills by practising how to handle difficult situations. Role-playing scenarios can help you articulate your problem-solving abilities and demonstrate your capacity to maintain composure under pressure.
✨Tip Number 3
Research the company’s values and recent developments in the tech/telecoms industry. This knowledge will not only help you tailor your responses but also show your genuine interest in the company and its mission.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the role, which can be invaluable during your interview preparation.
We think you need these skills to ace 1st line Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Use keywords from the job description, such as 'first-line support', 'incident management', and 'customer service skills' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved customer issues in the past and how you can contribute to the team.
Highlight Soft Skills: Since the role requires excellent sales and customer service skills, be sure to emphasise your ability to build rapport, stay organised, and manage multiple tasks effectively. Provide examples that demonstrate these skills.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Clear IT Recruitment
✨Showcase Your Customer Service Skills
Since the role involves providing first-line support, it's crucial to demonstrate your customer service skills during the interview. Prepare examples of how you've successfully handled customer queries or complaints in the past.
✨Familiarise Yourself with Technical Terms
Brush up on relevant technical terminology related to SMS, FAX, Voice, and data services. Being able to speak confidently about these topics will show that you understand the industry and can communicate effectively with clients.
✨Demonstrate Organisational Skills
The job requires managing incident tickets and adhering to SLAs. Be ready to discuss how you prioritise tasks and manage your time effectively, perhaps by sharing specific strategies or tools you use.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to troubleshoot an issue or escalate a problem, and be prepared to explain your thought process and actions taken.
