1st Line Support Analyst

at  ClearCourse

Career Level: 11S Intermediate
Posting Date: 23 Aug 2024
The 1st Line Support Analyst role is an essential role towards contributing towards excellent service and support to our customer base. You will be the first point of contact for our customers, via the telephone, emails and tickets, and resolve issues relating to our EPOS System with efficiency and professionalism.
The roles requires you to be a team player first and foremost; able and willing to take responsibility to see the ticket through to resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.
This role is based full time in our Waterlooville office and there is a requirement to work weekends and evenings on a rota basis.

KEY ACCOUNTABILITIES:

• Be the first point of contact for our customers
• Learn and understand the Company’s products and services
• Resolve customer issues with efficiency and professionalism
• Monitor, log and file incoming emails efficiently and accurately
• Maintain accurate records of customer contact at all times
• To develop a knowledge and understanding of the customers
• To be a point of liaison for 3rd party tickets
• To report any concerns about a customer to a team leader or manager
• Ensure tickets are dealt with within our SLAs
• Provide timely, informative, and professional updates to customers
• Ad-hoc tasks as directed by management
• Carry out initial trouble shooting for hardware issues

REQUIRED SKILLS AND EXPERIENCE

• Previous experience in a customer facing role.
• Experience and a working knowledge of using computers, preferably in a retail setting.
• Excellent organisational and time management skills.
• Ability to prioritise own workload.
• Ability to work in fast paced environment with changing priorities
• Excellent customer services skills.

Please refer the Job description for details