1st Line Technical Support

Executive Mandate Specification

Role summary

To provide world class customer service offering inbound and outbound support to different customers in the technology sector. Completion of tasks by trouble shooting problems through diagnostic tests and remote actions, along with working with the supply chain network.

Key Competencies

• Customer handling.
• Problem Solving.
• Attention to detail.
• Self learner.
• Attention to detail.
• Knowledge retention.
• Experience of working in a fast paced environment.
• Ability to work alone.
• Proactive and flexible approach.
• Strong communication. Written and Oral.

Responsibilities

• Ensure customer faults weather email, phone, or chat are resolved in line with KPI's.
• Raise tickets with suppliers when required to fix issues.
• Prioritise tickets in line with SLA's.
• Provide customer updates in line with response SLA's.
• Take ownership of escalations where necessary.
• Accountability of support issues and seek closure, ensuring all relevant processes are followed.
• Ensuring high-standards of customer service are maintained.

Job Type: Permanent

Salary: £20,000.00-£25,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Gym membership
• On-site parking
• Private medical insurance
• Referral programme
• Store discount
• Wellness programme
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Commission pay
• Performance bonus

Ability to commute/relocate:

• Southampton, SO14 3LP: reliably commute or plan to relocate before starting work (required)

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship