At a Glance
- Tasks: Provide first-line technical support and troubleshoot issues for end-users via various channels.
- Company: Join Smoothwall by Qoria, a company dedicated to online safety for children.
- Benefits: Enjoy employee stock options, enhanced leave, tech allowance, and more.
- Other info: Opportunities for career progression and exposure to cutting-edge technology.
- Why this job: Make a real difference in keeping children safe online while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 32000 € per year.
This role provides first-line technical support to end-users, including troubleshooting hardware and software issues, answering technical queries, and resolving technical problems via phone, email, chat, or in person. The successful candidate will be the first point of contact for the company and therefore must represent our values, set the standard for customer service and is responsible for instilling confidence in our responsiveness and exhibit expert knowledge so that our customers know they are in a safe pair of hands.
Here's how you'll do it:
- Manage incoming support tickets via email and live chat to ensure first response SLA’s are met each time.
- Provide first-level technical support to end-users or customers via phone, email, or chat.
- Troubleshoot and resolve hardware and software-related issues promptly.
- Accurately diagnose technical problems by asking relevant questions and gathering information.
- Log and track support requests using a ticketing system.
- Offer exceptional customer service by maintaining a friendly and professional demeanour, ensuring a positive customer experience.
- Utilise remote access tools to troubleshoot and resolve issues on users' devices when applicable.
- Escalate complex issues to higher-level support teams or specialists when necessary, ensuring timely problem resolution.
- Identify and highlight patterns amongst incidents that could be a result of an outage or major incident.
- Contribute to and maintain a knowledge base with solutions to common issues for self-service by end-users.
- Assist users in understanding and using common software applications, tools, and systems.
What you'll bring:
- Experience in a customer service role.
- A high level of written and spoken English.
- Experience of dealing with enquiries over the phone and via email.
- Strong organisational skills.
- Work well in time pressured situations.
- Ability to empathise with customers.
- Ability to remain professional when interacting with difficult and reactive customers.
- An understanding of safeguarding children and how education organisations are run.
- Motivation to resolve customer queries in a timely manner.
- The ability to keep up with ever-changing processes to meet government safeguarding standards.
- Identify patterns in queries to identify potential bugs in the software.
- Identify patterns in queries to identify key areas to focus our knowledge base articles.
- A fundamental understanding of IPv4 Networking and Networking Technologies/Protocols.
- Natural curiosity and a strong drive to learn.
Ideally you'll also have:
- Experience with Smoothwall products.
- An understanding of safeguarding children and how education organisations are run.
- Experience with Linux Operating System in Desktop and Command line environments.
- Experience with the following systems: Google Workspace (Google Meets, Google Docs, Google Sheets), Zendesk, RingCentral, Confluence (& Jira), Notepad ++, Zoom, Slack (Not a priority), Team Viewer (Not a priority).
Why choose Smoothwall by Qoria?
In this role, you can expect:
- Employee stock options
- Enhanced holiday & family leave
- Tech Allowance
- ...... and much more
More importantly, you'll:
- Support tech with purpose... As Technical Support at Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.
- With people who care... One of our values is ‘Care, Always’. Our Support Team lives and breathes that, every day. We also look after each other and help create a supportive environment for all.
- Through work that you love... Being Technical support takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.
- And a career that you own... A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.
We'd love to hear from you. Please submit your application if you would like to be considered for this opportunity.
1st Line Support Engineer in Leeds employer: Discover Qoria
At Smoothwall by Qoria, we pride ourselves on being an exceptional employer that values our employees' contributions and well-being. Our supportive work culture fosters collaboration and personal growth, offering clear career progression opportunities within a purpose-driven environment where your efforts directly contribute to keeping children safe online. With benefits like employee stock options, enhanced leave, and a tech allowance, we ensure that our team feels valued and empowered in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Leeds
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with technical issues, brush up on common hardware and software problems. Maybe even role-play some scenarios with a friend to get comfortable explaining solutions clearly.
✨Tip Number 3
Be ready to showcase your customer service skills! Think of examples from your past experiences where you turned a difficult situation into a positive one. This will help you stand out as someone who can handle tough customers with ease.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and ready to support tech with purpose!
We think you need these skills to ace 1st Line Support Engineer in Leeds
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer service. We want to see how you've handled tricky situations and kept a professional demeanour, especially when dealing with difficult customers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that match the job description. We love seeing candidates who put in the effort!
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Discover Qoria
✨Know Your Tech
Brush up on your technical knowledge, especially around common hardware and software issues. Be ready to discuss troubleshooting methods and demonstrate your understanding of networking technologies, as this will show you’re prepared for the role.
✨Customer Service Mindset
Since you'll be the first point of contact, practice how to maintain a friendly and professional demeanour. Think of examples from your past experiences where you’ve successfully resolved customer queries, especially in high-pressure situations.
✨Familiarise with Tools
Get to know the tools mentioned in the job description, like Google Workspace and Zendesk. If you can, try to use them beforehand so you can speak confidently about your experience during the interview.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer scenarios. Prepare by thinking through potential problems you might face and how you would resolve them, focusing on empathy and effective communication.
