1st Line Support Engineer

About the opportunity

As a 1st Line Support Engineer you will be the 1st point of contact for clients using the Legend system dealing with client queries data requests software issues and training. The responsibilities for this role are outlined below:

• Support maintain and improve customer service.
• Provide support for Legend customers via telephone and support ticket submission systems following outlined processes.
  • Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
  • Escalate calls to other 2nd/3rd line support/external maintenance companies
• Analysis of support tickets and provision of reports to the Software Support Manager regarding performance against customer SLA and internal targets.
• Develop team mates to ensure the highest standard of support team
• Perform phone support duties as required and scheduled via the support rota
• Ensure your own personal knowledge of the Legend support operations/policies/software in order to provide a high standard of help to others

Core Responsibilities

• UIlevel software testing

• Web chat support
• Case management
• Inbound calls
• Meeting quarterly KPIs set by the Software Manager
• Meeting customer SLAs

• Stakeholder and Customer communication

For this position we offer a hybrid and flexible working model where you will spend 3 days per week in the Newcastle office and the rest working from home.

Shifts - Please be advised that this is a shift based role and we operate in the following manner:

Monday Friday

• Core hours: 7am12pm
• Working patterns: 7am3pm or 12pm8pm
• The 7am shift is expected to be office based three days per week

Saturday Sunday

• 8am8pm
• Typically 1 weekend every 56 weeks

Bank Holidays

• 8am4pm
• Covered voluntarily by team members in exchange for 1 day of lieu

Christmas Day

• Closed

Qualifications :

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal skills are required as is the ability to communicate well both verbally and written.
• Excellent analytical and problem solving skills and an ability to understand complex problems.
• Must be a quick learner who can hit the ground running and pick up new skills and technologies at ease.
• Must be able to efficiently work and communicate in English verbally and in writing.
• Must be a team player who enjoys working in a fast growing international company.
• Must be able to operate in a dynamic environment with defined deadlines.
• Must be a good verbal communicator both face to face and over the telephone.
• Must be eager to explore and apply latest technologies available on the market.
• Self-motivated and results oriented.

Preferred (Not Essential) Experience

• Working with ticketing systems
• Working towards agreed KPIs and SLAs
• Customer service and stakeholder communication
• Experience with multiple software products

At Xplor we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures generations disciplines and lived experiences. So even if you think you do not tick all the boxes we still encourage you to apply.

Additional Information :

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you and describe people you want to work with you will thrive at Xplor.

As an Xplorer you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #Give Back Days /Commitment to social impact 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply

To start your application please submit your resume and we will be in touch as soon as we can. Please include the word moonshot at the top of your message to…