Customer Support Associate

Customer Support Associate (Location Glasgow)

Department:
Service Operations – Support

The Customer Support Team plays a critical role in maintaining service stability and customer experience through proactive monitoring, accurate triage, and effective coordination of incidents and operational activities.

Responsible for event monitoring, incident management, service request fulfilment, and customer communication, the role ensures incidents are identified, prioritised, and progressed in line with agreed service levels.

Working within established ITIL processes, the Customer Support Associate acts as the first point of engagement for operational events and incidents, whilst developing the skills and knowledge required to progress into Technical Support and Engineering roles.

• Manage event monitoring, triage, and case logging, ensuring incidents are correctly prioritised and acted on from first point of detection through to resolution or escalation.
• Diagnose, troubleshoot, and coordinate resolution of infrastructure and hardware issues, engaging vendors or field services where required.
• Progress incidents in line with severity and business impact, ensuring appropriate ownership or escalation, and timely resolution.
• Ensure all operational activities and incidents are managed within agreed SLAs, maintaining high standards of accuracy, ownership, and service quality.
• Collaborate effectively with internal resolver teams and third parties to restore service, maintaining clear communication and a strong customer service focus.
• Undertake succession-trained and devolved technical tasks from resolver and engineering teams, building capability within Operations to improve resolution speed and reduce unnecessary escalations.

• Strong customer service focus.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• Positive attitude and willingness to learn.
• Ability to work effectively as part of a team.
• Strong attention to detail and commitment to quality.

• Customer-focused and service-oriented mindset.
• Positive and proactive approach to learning and development.
• Clear and effective communication skills.
• Process-driven and quality-focused.
• Takes ownership and accountability for assigned work.

Proact provide a structured career path that can match your own personal ambitions. As a business Proact are aligned to the four key industry competencies in Virtualisation, Data, Security & Mobility. Employees with the right attitude and desire to succeed can progress through 1st, 2nd and 3rd Line, developing their own skill sets and realising their potential in IT. We offer our own in-house training on the tooling and services we use, eLearning on our core technologies and bespoke training tailored to your job role.

• Salary: £27,758.64 per annum
• 33 holidays plus your birthday off
• Company Pension Scheme
• Private comprehensive health care cover with Vitality Private Healthcare , including a range of health and wellbeing benefits with an option to add further members
• 3 charity days fully paid/ year
• Option to purchase another 5 days annual leave
• Company laptop
• Internal reward and recognition perks