1st Line Support

1st Line Support

Hybrid - South Reading area office 3 days a week

Why? Fast growing SaaS Vendor

An award winning growing Software Vendor is expanding their Technical Customer Support team. You will provide 1st line technical support over the phone, email and remote channels. You will help customers with application, environmental, and hardware issues.

1st Line Support - Responsibilities

• Provide remote 1st line support via phone, e-mail, remote sessions and other channels
• Support the rollout of new applications and existing application updates.
• Investigate, diagnose, and resolve application, environmental, and hardware issues, liaising directly with customers where needed.
• Maintain accurate records of support activity, customer issues, and resolutions for future reference.
• Creation of knowledgebase articles and FAQs for use both internally and externally.
• Identify and escalate technical issues where appropriate.

1st Line Support - Requirements

• 6+ months technical support experience i.e. 1st line
• Ideal- 2 years customer support or customer service (telephone support)
• Working knowledge of Microsoft operating systems (Windows 10 and 11), Server 2012 onwards
• Basic understanding of Microsoft 365
• Basic understanding of PC hardware set-up and configuration
• Strong written and verbal English communication skills with excellent telephone manner

For more information, please contact Katie at Matched Group.

1st Line Support / Technical Support / IT Support / Service Desk / Technical Support Analyst / IT Support Analyst / Technical Support Engineer / IT Support Engineer