1st Line Support Consultant### 1st Line Support ConsultantApply: Rochester, Kent: Full time: Posted 6 Days Ago: R55000## **Job Description:**# **1st Line Support Consultant** We are seeking to appoint a 1st Line Support Consultant for an exciting role within our busy Customer Support department.To work as part of a team delivering a first class, professional customer service in a 1st line support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.**JOB RESPONSIBILITIES**The role itself is very varied and will entail:* Logging and progressing 1st line Support Calls* Follow up “customer care” calls* Promote the latest products and services to the customer base* Logging calls from emails onto the support desk system* Maintaining remote access/support documents and customer records on CRM* Set, maintain and exceed customer service standards* To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements* To progress all outstanding calls and ensure they are resolved within the relevant time scales **JOB QUALIFICATIONS:**Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage.Previous experience of face-to-face or telephone-based customer service is desired.**Your Personal Characteristics will include:** * Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing* An ability to build a rapport with customers* Logical and analytical, with a methodical approach to problem-solving* Solution-focused, with ability to prioritise* Persistent and resilient under pressure, with a good sense of humor* Accurate, with high attention to detail* Good team player, yet willing to take personal responsibility for issues* Self-motivated, resourceful and keen to learn and share knowledge* Enthusiastic, motivated, empathetic and professional* Flexible and hard working approach* Excellent administrative and organisational skills* Able to manage multiple tasks* Able to follow process and procedures* Able to be patient, tolerant and problem-solve accordingly Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.Only candidates who are eligible to live and work in the UK need apply. #J-18808-Ljbffr
