Support Agent

Role

This role would suit an individual who enjoys helping others navigate technical challenges, has a helpful mindset, wants to learn, is able to work in a busy environment and is okay with working shifts. This is a technical IT job which uses in house made software & hardware, technical experience would be a benefit, however, anyone with a technical mindset who has customer service experience and wants to get into IT would be well suited for the role.

• Act as the first point of contact for technical support providing guidance and resolving issues using multiple communication channels including emails & phone calls
  • Log support interactions & technical solutions using our ticketing system to track issues and help identify trends
  • Keep our customers and third parties up to date on issues
  • Collaborate with our Level 2 and Field Services teams to ensure
  • Contribute to our Knowledge Base to build our global understanding of issues

• Previous experience in a customer-facing support or helpdesk environment
• Technical aptitude with the ability to learn new software applications
• Excellent written and verbal communication skills with a focus on clarity and professionalism
• Ability to multitask and prioritise work during high-volume periods
• Able to work both as a team and on your own

This role is currently a hybrid position based in Poole, Dorset.