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For Companies At a Glance
- Tasks: Provide first line support and troubleshoot issues for customers in a dynamic team environment.
- Company: Join a growing tech company focused on exceptional customer service.
- Benefits: Enjoy competitive perks, including healthcare, pension, and flexible working options.
- Why this job: Make a real difference by helping customers solve their tech problems every day.
- Qualifications: Experience in first line support and a passion for customer service is essential.
- Other info: Hybrid role with opportunities for career growth and a vibrant company culture.
The predicted salary is between 30000 - 42000 £ per year.
This role is hybrid, so will require a few days in the sale office a month.
About HSO
HSO Success and Ambition
HSO are a leading Microsoft Dynamics Gold partner who were founded in 1987 specialising in sectors such as Retail, Rental, Manufacturing, Professional Services and Local Government. With a head count of over 280 employees in the UK, winning multiple awards such as 2020 Microsoft Partner of the Year, Best Tech company 2021 and Top 3 Large Companies to work for 2021 our reputation in the Dynamics Market is higher than ever.
Prioritising customer satisfaction, our expertise and pragmatic approach to each customer\’s business needs enable us to provide a 100% reference-able solution, supported by award winning 24-hour support. Our recruitment moto has always been – \’We don\’t want good people to just join us, we want them to stay with us\’. Ensuring our employees are challenged, supported and engaged in our wider family is key to our continued success – we have a designated Learning and Development Team who are continuously offering the best training on the market, combined with an Engagement Team who are creative in ways we can have social activities virtually. From online chess tournaments to coffee mornings, to Netflix and book clubs, virtual singing classes, online yoga – the list is endless
Reason for vacancy
Due to the continued growth of the UK and Europeanbusiness, there is a need to increase the UK support team to ensure that our customers receive the best attention we can give them, and that HSO UK delivers against ambitious growth targets.
Purpose of The Role
You will be working in a team-based environment on the Service Desk, providing first line support to users in all our customers. Your main responsibilities will be providing first time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets when required.
A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management.
Report Line
As part of the support team you will report to the Team Lead.
Job Function
- To ensure that the Team Lead is kept informed of progress and are told of major problems and/or issues in a timely manner
- Responsibility for being the first point of contact on the Service Desk.
- Updating the knowledge base.
- Innovation and Continual Service Improvements.
- Responsibility for updating company call logging systems
- To work within SLA and KPI targets to agreed priorities.
- Providing efficient first line support to customer
- Working mix of office and home working
Personal Qualities
You will be forward thinking, customer focussed and self-motivated with the drive to improve all support services and the user experience.
- Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
- Demonstrate strong organisational skills and be accountable for your daily workload
- Demonstrate a systematic, disciplined, and analytical approach
- Be customer focussed and ardent in ensuring that colleagues receive a high quality of service
Hours
Working on a shift basis
Monday to Sunday 08:00 to 18:00 *Some variations may apply
Skills Required:
Essential
- 1-3 years\’ experience 1st/2nd line support
- Excellent troubleshooting and problem-solving skills.
- Experience in 1st line support.
- Experience with supporting customers over the phone
- Experience of ticket management.
- Be passionate about Customer Service
Desirable
- Experience in Support Retail IT /POS solutions
- Experience in Supporting Retail
Salary:
- The starting salary is £22,000 incresing after probabtion.
First Line Support Consultant employer: HSO
Contact Detail:
HSO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Consultant
✨Tip Number 1
Get to know the company inside out! Research HSO's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing first line support, brush up on common issues related to Retail/EPOS/POS solutions. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨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 the HSO family and ready to contribute to our growth.
We think you need these skills to ace First Line Support Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the First Line Support Consultant role. Highlight your experience in 1st line support and any relevant technical knowledge, especially in Retail/EPOS/POS solutions. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to our team. Keep it concise but engaging – we love a good story that showcases your personality.
Show Off Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled challenges in previous roles. We’re all about troubleshooting and problem-solving, so let us know how you’ve excelled in these areas!
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 – just follow the prompts and you’ll be set!
How to prepare for a job interview at HSO
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Retail/EPOS/POS solutions. Familiarise yourself with common troubleshooting scenarios and be ready to discuss how you've handled similar issues in the past.
✨Customer Service is Key
Since this role is all about providing first line support, be prepared to showcase your passion for customer service. Think of examples where you've gone above and beyond to help a customer and be ready to share those stories.
✨Understand the Role
Read through the job description thoroughly and understand the responsibilities. Be ready to explain how your previous experience aligns with the tasks mentioned, like ticket management and updating knowledge bases.
✨Ask Smart Questions
Prepare some insightful questions to ask at the end of your interview. This shows your interest in the role and the company. You might want to ask about the team dynamics or how they measure success in the first line support role.
