1st Line Technical Support

A successful company based in Twickenham is looking for a 1st Line Technical Support Agent to join their lively team.  This busy role will involve dealing with clients on a daily basis. The successful candidate will deliver excellent customer service via the phone ensuring that all technical faults are potentially solved and logged.

Role and responsibilities   

• Answering incoming calls within an appropriate time frame, to a high level of customer service.
• Active participation in team communications and activities.
• Logging calls accurately and to company standards, in the call management system.
• Managing tickets through to resolution, ensuring all updates and relevant communications are recorded, and passed to the relevant internal support team.
• Making outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and logged.
• Escalating to internal departments and within the SLA if the fault is outside the support scope.
• Updating the end user and ensuring all relevant parties are kept in the loop at all times.
• Informing key personnel within the Service Desk of any high priority calls.

Skills required

• Previous experience of working in a similar role is essential
• Excellent communication, drive and decision making skills.