1st Line Support Co-ordinator / 1st Line Support Engineer

Job Title: 1st Line Support Co-ordinator

Location: Hemel Hempstead, Hertfordshire

Salary: up to £25,000 per annum + excellent benefits

Job Type: Full Time, Permanent (Monday to Friday, 37.5 hours per week)

Job Role:

Our Client is an established technology company based in Hemel Hempstead, they provide some of the largest businesses in the UK and internationally with customer service and payment solutions using speech, SMS, web and mobile apps. Their solutions help organisations meet the challenges of engaging customers online and over the phone. Their software removes the pressure of inbound calls on contact centres.

They've created a collaborative working environment where you will find flexibility, an open plan office and excellent opportunities for career growth. Their cross-departmental teams work on exciting projects, releasing new technologies to a wide range of clients.

An opportunity has arisen for an extremely organised and customer focussed individual to work within their Premised Solutions team, providing outstanding support to their customers from installation of products and ongoing customer support.

They are looking for someone who is innately curious about technology, thinks outside the box and passionate about providing great support. You will have a true desire to advance your own technical ability and our Client will support and enhance you by providing training.

Key responsibilities include:

• Working closely with customers to provide first line technical telephone, remote and email support to UK and European customers.
• Logging calls and trouble shooting.
• Taking primary responsibility for Stock Control and liaising with the Implementation and Operation Manager to ensure adequate levels are maintained at all times.
• Ensuring all customer orders are raised, tracked and processed in a timely manner and following relevant processes.
• Ensuring processes are followed and Company standards are maintained.
• Supporting the Implementation of tailored customization and configuration of systems and learning with the view to utilize common scripting languages such as JavaScript as well as regular expressions to integrate customer systems with Company software solutions.

Key Skills

• Good communication skills, both written and verbal
• Attention to detail and excellent organisational skills
• The ability to explain concepts in a friendly and patient manner
• An aptitude to learn new skills and apply knowledge to solve complex problems
• A good team player
• Self-motivated and uses own initiative.
• Seeks continual improvement opportunities
• Solid experience in a customer support role
• Experience in a similar role in an tech organisation would be preferable

Desirable Skills:

• An understanding of JavaScript or other programming languages
• Experience with databases
• Exposure to the PCI DSS Framework

Additional:

Package:

In return for your skills and experience, our Client offers a competitive salary and a flexible working environment:

• Relaxation floor (lunch area, Xbox One, pool table, quiet room)
• Free tea, coffee, fresh fruit and snacks
• Focused on education and training (conference attendance, higher education sponsorship)
• Bi-weekly in office pamper sessions (physio & reflexology) and occasional treats
• In-house technical talks with internal and external speakers
• Bike to work scheme (with a secure bike shed & shower)
• Christmas & summer company events
• Simply Health & private medical insurance (eligible after probationary period)
• Company pension scheme with contributions
• Discretionary annual bonus

Please click the APPLY button to send your CV and Cover Letter for this role.

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