1st Line Technical / Customer Service Support Agent

1st Line Technical / Customer Service Support Agent
Manchester, Greater Manchester

- £23,500 per annum Plus Pension, Healthcare Scheme, 33 Days' Holiday (including Public Holidays) & Your Birthday Off
- 35 hour working week - Office Based (Near Oxford Road/Manchester Met. Uni) Working hours: 9:00 - 17:00, Monday - Friday with a 1-hour lunch break.

Established in 1996, our client is a leading provider of benefits and expenses software. Since their inception, they have built up an enviable blue-chip customer base.

They are now looking for a 1st Line Technical / Customer Service Support Agent to join them and provide technical and customer service support to their clients.

As a 1st Line Technical / Customer Service Support Agent you will:

- Perform demonstrations and training to customers
- Provide inbound support queries to the service desk
- Diagnose basic technical issues over the phone, via email or live chat and remotely
- Gather information from the client, investigating any complex technical issues and escalate second line support where necessary
- Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs
- Take ownership of any complex technical queries and keep regular contact with clients, ensuring any updates and resolutions are communicated to the client
- Work with the team to test software, and create help and support articles

Interested? To be considered as a 1st Line Technical / Customer Service Support Agent, you'll need:

- Some experience in a customer support role is preferred
- Good telephone manner
- Previous experience of Microsoft Windows 10 and 11, as well as MS Office applications and Office 365
- A detailed and organised approach
- The ability to work to multiple deadlines
- Excellent communication skills
- A background in providing basic technical support, including troubleshooting and installing software or hardware, would be preferred, although not essential

Other organisations may call this role Sales Support Advisor, Technical Support Advisor, Customer Support Advisor, 1st Line Support Technician, 2nd Line Support Analyst, Helpdesk Advisor, Service Desk Advisor, IT Helpdesk Technician, or IT Service Desk Technician.

What are the benefits?

- Excellent training and support
- The flexibility to progress or move into other roles in the business
- Support to help you grow and develop
- The chance to work with an impressive customer base, including household names
- Free on-site parking and great transport links

Webrecruit and our clients are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applications for employment. Equal opportunities are the only acceptable way to conduct business, and we believe that the more inclusive our environments are, the better our work will be.

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