1st Line Support Engineer

Operating in the rapidly growing market of cloud computing, this company is a cloud technology company that delivers integrated software applications, products and services to large service providers and channel partners - both domestically and internationally.

They are currently recruiting for a ST Line Support Engineer to work as part of a busy Partner Services Department.
Your responsibilities as a ST Line Support Engineer will include:

- Acting as the first point of contact for our customers for all enquiries logged via a variety of methods including phone, email, live chat and their self-service portal.
- Effectively qualifying tickets to ensure that they are logged against the correct account and contain accurate information to allow them to be either resolved by yourself on first contact or escalated to the Support Escalations Team.
- Ensuring all tickets are processed according to documented support processes.
- Liaising with end users and customer's IT Support Staff to resolve Issues within pare-defined Slaw's.
- Activating and training customer contacts to use the Self Service Portal.
- Providing basic billing support to end customers.
- Prioritising tickets correctly depending on the importance of the customer/partner and severity of their issue.
- Answering all incoming phone calls for the business ensuring that the caller is transferred to the correct business area.
- Contributing to a team repository as directed by the Team Lead.

Skills & Experience

- You will have at least 1 year's experience working on a Customer Service Desk / ST Line Support role.
- At least one Microsoft accreditation such as Exchange 2007/2010/2013 or Office 365.
- Good written and verbal communication skills.
- Driven and capable individual with a high work ethic.
- KIP and target focused.
- Comfortable working in a dynamic environment.
- Work well both as part of a team and autonomously.
- Self-motivated with a proactive 'can do' approach.

The Package:

- Salary: £17,000 - £20,000 per annum
- Job Type: Permanent, Full-time, 37.5 hours per week Monday - Friday between 8am and 6:00pm
- The opportunity to join a growing business with a great team culture
- 25 days holiday
- Free Gym membership
- Free drinks, snacks, fruit etc.
- Optional pension and healthcare scheme
- Death in service
- Fun, collaborative environment - days out, sports events etc.

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