At a Glance
- Tasks: Be the first point of contact for customer support and troubleshoot issues.
- Company: Dynamic enterprise software company with a focus on service management solutions.
- Benefits: Competitive salary, hybrid work model, and opportunities for skill development.
- Other info: Join a small, experienced team and grow your expertise in a thriving industry.
- Why this job: Kickstart your career in tech with hands-on experience and a supportive team.
- Qualifications: Basic technical knowledge and a passion for problem-solving.
The predicted salary is between 35000 - 45000 £ per year.
Our client provides enterprise-grade Field Service Management (FSM) platform, serving multi-vertical service operations across fire security, facilities management, HVAC, medical devices, and MoD/defence supply chain customers in the UK and internationally.
About the Role
We are looking for a 1st Line Support Engineer to be the first point of contact for our clients' customers. This is a great entry point into enterprise software support: you'll build real product knowledge of a complex FSM platform, develop core technical troubleshooting skills, and work alongside a small, experienced UK-based team known for being a genuine differentiator against offshored competitor support.
What You'll Be Doing:
- Be the first responder for customer support tickets raised via Zendesk - acknowledging, logging, and triaging every incoming request.
- Diagnose and resolve common, known issues directly using documented troubleshooting steps and the internal knowledge base.
- Ask the right initial questions to gather the information 2nd line/engineering will need if an issue needs escalating.
- Perform basic checks across the three applications to confirm whether an issue is user error, configuration, or a genuine defect.
1st Line Application Support | £35-£45k in Marlow employer: SmartSourcing Ltd
Our company is an excellent employer, offering a dynamic work environment in Marlow where you can thrive as a 1st Line Application Support Engineer. With a strong focus on employee development, we provide comprehensive training and growth opportunities within the enterprise software sector, all while fostering a collaborative culture that values teamwork and innovation. Enjoy the benefits of hybrid working, competitive salary, and the chance to be part of a dedicated team that sets us apart from competitors.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Application Support | £35-£45k in Marlow
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like SmartSourcing Ltd value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like SmartSourcing Ltd a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with SmartSourcing Ltd!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like SmartSourcing Ltd.
We think you need these skills to ace 1st Line Application Support | £35-£45k in Marlow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for SmartSourcing Ltd!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at SmartSourcing Ltd
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
