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Description We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution. Key Duties and Responsibilities... Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions Maintain accurate and detailed documentation of customer interactions Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions Assist customers and Engineers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency Requirements Proven experience in a customer support role, preferably in a technical or support environment Proficiency in troubleshooting technical challenges and providing clear instructions to technical and nontechnical customers Excellent communication skills, both verbal and written Strong customer service orientation, with a focus on delivering a positive customer experience Effective problem-solving and analytical skills to identify and resolve technical issues efficiently Ability to multitask, prioritize tasks, and work well under pressure in a fast-paced environment Benefits Salary: up to £40,000 25 days annual leave (Exc. Bank Holidays, 33 in total) Additional day annual leave for your birthday Full training provided