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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.
Overview
Due to the continued growth of the UK and European business, 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.
The Role
First line support consultant. 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.
Job Function
Information Technology
Responsibilities
- 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
- 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 focused and ardent in ensuring that colleagues receive a high quality of service
Location
This is a Hybrid role with travel to the HSO office in Manchester/Sale when required.
Hours
Working on a shift basis. Monday to Sunday 08:00 to 18:00. Some variations may apply. If you work a weekend you will either get the Thursday & Friday off before working that weekend or Monday & Tuesday after working the weekend.
Requirements
Experience and Skills
Essential
- 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
- Experience in Supporting Retail
Desirable
- ITIL experience.
- Experience in Support Retail IT /POS solutions
Benefits
- Parking and close to Public transport at Office locations
- Holidays
- Pension
- Healthcare
- Dental
- Life Insurance
- Tonic Wellbeing
- HSO Perkz
- Culture and many more
Seniority level
- Associate
Employment type
- Full-time
Industries
- Technology, Information and Internet
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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.
