At a Glance
- Tasks: Provide 1st line IT support via phone, email, and remote channels.
- Company: Fast-growing award-winning SaaS vendor in South Reading.
- Benefits: Hybrid work model, competitive salary, and career growth opportunities.
- Other info: Opportunity to create knowledgebase articles and enhance your tech skills.
- Why this job: Join a dynamic team and help customers solve tech issues every day.
- Qualifications: 6+ months of technical support experience and strong communication skills.
The predicted salary is between 25000 - 32000 £ per year.
Hybrid - South Reading area office 3 days a week
Why? Fast growing SaaS Vendor. An award winning growing Software Vendor is expanding their Technical Customer Support team. You will provide 1st line technical support over the phone, email and remote channels. You will help customers with application, environmental, and hardware issues.
Responsibilities
- Provide remote 1st line support via phone, e-mail, remote sessions and other channels.
- Support the rollout of new applications and existing application updates.
- Investigate, diagnose, and resolve application, environmental, and hardware issues, liaising directly with customers where needed.
- Maintain accurate records of support activity, customer issues, and resolutions for future reference.
- Creation of knowledgebase articles and FAQs for use both internally and externally.
- Identify and elevate technical issues where appropriate.
Qualifications
- 6+ months technical support experience i.e. 1st line.
- Ideal- 2 years customer support or customer service (telephone support).
- Working knowledge of Microsoft operating systems (Windows 10 and 11), Server 2012 onwards.
- Basic understanding of Microsoft 365.
- Basic understanding of PC hardware set-up and configuration.
- Strong written and verbal English communication skills with excellent telephone manner.
For more information, please contact Katie at Matched Group.
1st Line IT Support in Reading employer: Matched
Join an award-winning SaaS vendor in the South Reading area, where you will be part of a fast-growing team that values innovation and customer satisfaction. Enjoy a hybrid work model that promotes a healthy work-life balance, alongside opportunities for professional development and growth within a supportive and collaborative environment. With a focus on employee well-being and a commitment to excellence, this company is an excellent employer for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Matched. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Matched before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line IT Support in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Matched:Your cover letter is your chance to shine! Tell us why you want to work at Matched specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Matched!
How to prepare for a job interview at Matched
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
