IT Customer 1st Line Support

My client are a global company that require an IT 1st Line Support & Customer Service candidate to join their established team.

Responsibilities, not limited to:

The successful candidate will be responsible for:

1st Line Support for any customer issues raised with the IT Team

The role will be responsible for being the first line support for the following tasks:

• Customer Issues

Providing first response to any customers raising an issue with booking an integration. Working on getting a solution as quickly as possible either via solving the issue yourself or managing the relevant team members until the issue is resolved.

• IT Systems

Another part of the IT Team is the Support and System Infrastructure Team. You will also be working with them to ensure any issues raised for them are being dealt with respond to the tickets if needed.

• Integration Pre-Sales

Supporting the sales team by providing any information required to assist them with discussing the potential integration with prospect customers. Such as providing guides, documentation or organising conference calls with relevant team members.

• Customer Onboarding

Being the point of contact for customers integrating, asking any questions that you can answer directly and liaising with IT Team Members were needed. Following the entire integration through until tested and that customer is live.

• Data Validation

My client are launching a Data Validation System that will clean customers data to ensure shipments can be booked. This role will be responsible for liaising with customers around data that has failed to be cleaned and raising common data issues that could be resolved by the customer.

• Internal Projects

There are always internal projects being delivered by the IT Team to improve business functions. This role will be involved in managing any information requests during development and then organise testing once complete while relaying and feedback.

Person Specification & Skills:

A candidate that would be successful in this role with have the following skills:

• Strong interest in learning new topics and technologies to a level of knowledge that can be applied and explained to others.
• Strong problem-solving skills to investigate issues and find the cause of the problem or find the best equipped team member to deal with the issue. Using processes such as trial-and-error and process of elimination
• Well-developed communication skills backed up by experience in customer facing roles. A ability to speak with confidence and in a concise manner. This includes both written and verbal communication.
• An ability to prioritise work based of the importance and potential impact of any tasks. This can also include having sudden issues or tasks being given to the candidate causing them to have to re-prioritise their workload.
• Good organisation and time management skills, particularly while working from home.
• Works well as part of a team both large and small, hopefully some experience of working with technical contacts such as developers.

A candidate would benefit from the following experience/ skills, but it is not required:

• A knowledge of the Logistics/ E-Commerce industry
• Experience using Salesforce/ Service Cloud
• Experience delivering projects

This is a great opportunity to secure a role within a company that looks to develop it's employees. Please send your CV in the first instance and if relevant you will be contacted with full role information.

We are passionate about promoting diversity, inclusion, and equality, and are committed to working with clients who share our outlook. We offer equal opportunities to all candidates regardless of background, identity, sexuality, and disability. We strive to create inclusive cultures where diversity is seen as real value for the company. Our mission is for everyone to feel empowered to be their true authentic selves at work.