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- Tasks: Be the first point of contact for customers and manage support tickets efficiently.
- Company: Join a dynamic team in a leading tech support company.
- Benefits: Flexible shifts, remote work options, and a supportive work environment.
- Why this job: Make a difference by helping customers solve their issues and enhance their experience.
- Qualifications: Experience in customer support and strong communication skills are essential.
- Other info: Great opportunity for career growth in a fast-paced, collaborative setting.
The predicted salary is between 30000 - 42000 £ per year.
As the First Line Technician you will be the first point of contact for customers when raising tickets with the customer support team. You will ensure that incoming incidents are analysed through a pre-defined 1st level process and then, if further analysis/support is required, you will assign the ticket to the correct customer support engineer. Calls relating to incidents will be received via a wide variety of channels (e.g., telephone, e-mail, service portal). All communication with our customers and subcontractors must be handled in a professional manner, with clear verbal and written communication.
The Customer Support team provide a 24/7 support service therefore this role will follow the below shift pattern:
- Panama rotation on Day shifts for two weeks
- Panama rotation on Night shifts for two weeks
- Panama = two on, two off, three on, two off, two on, three off
- Mixture of shifts from our Market Harborough office and some working from home
What you'll be handling:
- Answer and respond to customer calls, emails and tickets promptly
- Incident organisation during escalation and compliance with customer support engineers, customer teams leaders and customer support manager
- Monitor ticket queues continuously and follow up on any tickets that have not been completed
- Ensure response and resolution times meet agreed SLA's
- Provide 1st level operational support and triage for customer following ‘How-to’ and standard operating procedures to understand the nature of the incident
- Support and create the implementation of technical documentation for this role, with support from the customer support engineers
- Timely detection of imminent escalations or response time violations and assignment of such tasks
- Ensuring correct ticket handling (status, priority, user group) and corresponding instructions to colleagues
- Keep an overview of who is currently working on what to pass on pending tasks in the event of illness or absence from work
- Master data maintenance in the ticket system (Omnitracker)
- Inform customers about ticket-related status changes
- Keep documentation like master data, contact information, and sub-trades in relevant central repositories
What you'll need:
- Required
- Experienced in remote or desk-based customer support
- Customer focused and committed to providing excellent service
- Proactive thinking and acting
- Strong organisational, teamwork and communication skills
- Preferred
- Experience in technical or IT related support roles
- Previous exposure to customer ticket systems
*TGW is an employer that promotes equal opportunities. We invite everybody interested in this job to apply.
First Line Technician (M/F/D)* in Market Harborough employer: TGW Northern Europe
Contact Detail:
TGW Northern Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Technician (M/F/D)* in Market Harborough
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and professional is key. Try role-playing with a friend or family member to get comfortable with handling different scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace First Line Technician (M/F/D)* in Market Harborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer support and any technical skills you have. We want to see how your background fits with the First Line Technician role, so don’t be shy about showcasing relevant experiences!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer support and how you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your ability to communicate clearly and effectively. Use concise language and check for any typos – we want to see that attention to detail!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see more about what we do at StudySmarter!
How to prepare for a job interview at TGW Northern Europe
✨Know Your Stuff
Make sure you brush up on your technical knowledge and customer support processes. Familiarise yourself with common ticketing systems and how to handle incidents effectively. This will show that you're proactive and ready to tackle the role head-on.
✨Practice Your Communication Skills
Since you'll be the first point of contact for customers, clear verbal and written communication is key. Try role-playing with a friend or family member to practice responding to customer queries. This will help you feel more confident during the interview.
✨Understand the Shift Patterns
Get a good grasp of the shift patterns mentioned in the job description. Be prepared to discuss how you can manage your time and commitments around these shifts. Showing that you're flexible and understand the demands of the role will impress the interviewers.
✨Show Your Customer Focus
Be ready to share examples of how you've provided excellent customer service in the past. Think about specific situations where you went above and beyond to help a customer. This will demonstrate your commitment to customer satisfaction, which is crucial for this role.
