1st Line Support Engineer

Next Ventures; City Of London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Next Ventures is seeking a customer support professional to handle inbound contacts for Eyefinity products, providing troubleshooting, escalation where needed, and maintaining up-to-date product knowledge.

You will triage incidents, use the Knowledge Base, follow escalation processes, manage open tickets, and contribute to procedures and documentation. The role requires adherence to shift schedules and completing mandatory training to support customers effectively.

Responsibilities

• Handle inbound customer contacts (phone, chat, email), document troubleshooting, resolve issues or escalate to second line within SLA.
• Perform initial incident triage using troubleshooting skills and the Knowledge Base to determine actions for timely resolution.
• Follow escalation processes and assist in developing support procedures, best practices, and documentation for reliable service.
• Manage pending tickets ensuring updates and resolutions per procedures.
• Maintain in-depth knowledge of Eyefinity products/software.
• Address feedback from ticket quality reviews.
• Advocate for customers regarding issues impacting operations with Eyefinity products.
• Monitor announcements for outages and procedure updates.
• Follow defined shift schedule; notify absences and request time off.
• Complete mandatory training as required.

Job description

• Utilise customer provided tools to handle inbound contact from end users (phone, chat and email), document troubleshooting, resolve the issue or upscale to second line teams within the required timescales to achieve SLA targets.
• Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution.
• Adhere to internal escalation processes and assists in the development of support procedures, methods, best practices and documentation to provide consistent and reliable support and excellent technical service.
• Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures.
• Maintain an in-depth knowledge of the Eyefinity products/software.
• Understand and respond to feedback from ticket quality reviews.
• Act as a customer advocate, championing issues which have an impact on customer operations as they relate to Eyefinity products/software.
• Monitor announcements to ensure you have the latest information regarding outages and procedure updates.
• Work defined shift schedule including lunch times and break times. Understand and follow the procedures for notifying absence and requesting time off.
• Complete mandatory training as required.