1st Line Software Support
Maidstone
Hybrid 3 days a week in Maidstone office and 2 days a week work from home
Salary: £25k
Do you have experience in 1st Line Support and are looking to advance your career?
Maybe you are a IT or Accounts Graduate with some Customer Service skills looking to start your career?
Are you a strong communicator who thrives in fast-paced environments?
Interested in technology and up for significant challenges?
This could be the opportunity you've been waiting for.
In this professional team you will find the ideal setting to progress in your technical career. Our client has led the global audit and accounting software industry for over 30 years. They are now looking for a 1st Line Software Support Technician to join their team.
As a 1st Line Software Support Technician, you will provide an excellent support service clients via Telephone, Email, Self Service Portal and Chat. Triage incoming case load to resolve as many cases at first point of contact or escalate to the 2nd Line Support Team as necessary. Develop expertise in the various Software product sets.
As a 1st Line Software Support Technician, you will:
General Support Tasks:
- Provide the first point of contact to clients via Telephone, Email, Chat, Voicemail and Self-Service Portal.
- Complete a series of standard checks whilst supporting a client on a live case, such as checking updates and searching the KnowledgeBase.
- Determine whether a case relates to an existing Major Incident and link accordingly in ASM.
- Detect any new Major Incidents and invoke the Major Incident process if appropriate by notifying a senior member of staff.
- Diagnose issues and provide effective solutions to clients, this will include proactive instruction to prevent recurrent calls.
- Log cases handled via Telephone and Chat, within ASM.
- Proactively pick up 'Awaiting Triage' cases logged via Email, Voicemail and Self-Service Portal from the 'Calls Outstanding' screen within ASM.
- Maintain own case load, ensuring clients are kept informed of any updates.
- Ensure department case load is managed and kept up-to-date in accordance with SLAs.
Main Duties:
- Monitor and triage support requests via our helpdesk system.
- Work towards thorough understanding of the product suite
- Investigate issue independently using resources such as knowledge base, sample files & Previous notes to find solution
- Respond to customer inquiries, ensuring adherence to SLAs.
- Collaborate with escalation teams for timely customer support.
- Escalate unresolved issues, resolve incidents, and fulfil requests promptly.
- Monitoring Support inbox
- Ensure all client date is held in accordance with company's GDPR and privacy policy
Skills & Requirements:
- Previous Technical Support experience - ideally one year
- Commitment to excellent customer service and client empathy.
- Passionate about technology and desire to build a career in Fintech
- Strong verbal and written communication skills
- Strong attention to detail
- Problem solving and analytical skills
- Understanding of or experience working in the accounting or financial audit industry is considered an asset