Vacancy Details

Customer Support

Customer Support - 1st Line Support


Competitive Salary

Our client, an IT consultancy based in the heart of Lichfield, are seeking a Customer Support Analyst to support the team on a 1st line basis. Interested candidates with suitable 1st line support experience would have the chance to work for a well-established international business with a friendly and supportive culture. On top of a competitive salary they offer some fantastic benefits including private healthcare, pension contribution, 50% towards public transport costs and a birthday bonus!

Main duties and responsibilities

  • Provide 1st line contact technical support to customers and 3rd party contractors
  • Maintain high standards of customer service via email, telephone and live chat
  • Record detailed and accurate notes within the internal ticketing system
  • Categorise, prioritise and investigate issues - escalating only when required
  • Provide administrative support where required
  • Tracking of calls and keeping customers informed of the status of their queries
  • Shadow customer sessions for customer one-to-one training
  • Respond quickly and professionally to all queries and issues

Essential skills and experience

  • Proven software support background or experience of working within a busy call centre environment
  • The ability to trouble shoot, think laterally and question the situation before escalating the issue
  • Passion for providing a top-quality service to customers, building rapport and trust
  • Able to work in a pressured environment, dealing with potentially difficult customers in a professional manner
  • Able to take on and retain large amounts of new information including bespoke software
  • Able to juggle many tasks and a high workload adhering to customer service level agreements whilst maintaining attention to detail
  • A team player with a flexible working style - able to be dynamic and deal with changing priorities within a large team
  • Driven and able to use own initiative within a team that is not micro-managed
  • Excellent written and verbal communicator, able to explain technical issues in a clear and concise manner to nontechnically minded clients

Desirable skills and experience

  • Social and Healthcare sector experience
  • Experience of ITIL
  • Experience of SQL or Crystal reports
  • Excellent time management, planning and organisational skills
  • Excellent interpersonal skills
  • A good team player - ability to liaise effectively with work colleagues and professional approach, especially when under pressure
  • Flexible attitude and approach to work
  • Ability to work unsupervised and proactively on own initiative

At Inplace Recruitment we believe it is people that make the business succeed, the right people, expertly placed in the correct positions. We offer a thorough, professional service that is evidenced by our placement success rate.

Please note due to the high volume of applications we receive, if you have not heard from us in 7 working days, please assume that on this occasion you have not been short-listed.