At a Glance
- Tasks: Provide top-notch customer support and monitor our SaaS platform on Microsoft Azure.
- Company: Join a leading engineering staffing provider with a global presence.
- Benefits: Enjoy 28 days holiday, flexible shifts, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and continuous improvement.
- Why this job: Make a real impact by ensuring seamless operations for enterprise clients.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
Hours/Shift: Shift times: 6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30am. Hours of work — 40 hours per week, flexible due to the Service Delivery requirements. The contract is governed by 24 * 7, 365 days a year; this will include weekends & bank holidays. Holiday entitlement - 28 days per year pro rata including bank holidays.
Required:
- Customer service or support role, preferably within a SaaS or technology environment.
- Exceptional communication skills, both verbal & written.
- Strong problem-solving abilities with a proactive & inquisitive mindset.
- Experience with monitoring tools & a keen interest in continuous improvement.
- Familiarity with incident & problem management processes.
- Ability to work independently, demonstrating initiative & self-motivation.
- Team-oriented with a willingness to support & mentor colleagues.
- Experience with Microsoft Azure services & monitoring tools is desirable.
- Familiarity with Azure Monitor for collecting & analysing metrics & logs from Azure resources.
- Understanding Microsoft's incident response processes & best practices.
Job Description:
My client is seeking a dedicated & proactive Customer Service Frontline Level 1 Specialist. In this role, you will collaborate with partners & large enterprise organizations to deliver exceptional "white glove" service, ensuring seamless business operations & user satisfaction. Your responsibilities will encompass monitoring my clients SaaS platform hosted on Microsoft Azure, managing incidents & problems, fulfilling service requests, & continuously seeking opportunities for improvement.
Key Responsibilities:
- Customer Support: Serve as the primary point of contact for partners & enterprise clients, addressing inquiries & providing timely updates. Deliver "white glove" service, ensuring user satisfaction & maintaining strong client relationships.
- Platform Monitoring: Utilize monitoring tools to oversee the performance & health of our SaaS platform on Microsoft Azure. Demonstrate curiosity by questioning anomalies & proactively seeking enhancements.
- Incident Management: Identify, document, & resolve incidents promptly to minimize service disruptions. Collaborate with internal teams to elevate & resolve complex issues.
- Problem Management: Analyse recurring incidents to identify root causes & implement preventive measures. Develop & maintain a knowledge base for common issues & solutions.
- Service Requests: Process & fulfil service requests efficiently, ensuring adherence to service level agreements (SLAs). Coordinate with relevant departments to meet client requirements.
1st Line Support Analyst in Knutsford employer: NES Fircroft
At NES Fircroft, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration in the power technology sector. Our commitment to employee growth is evident through comprehensive training programs and hands-on support, ensuring that our team members thrive in their roles while contributing to cutting-edge projects. Located in a vibrant area, we provide a unique opportunity to work with industry leaders, enhancing your career in a supportive and forward-thinking culture.
