First-Line Platform Support Specialist

MSite by Infobric; Liverpool; On-site; GBP 21,000 - 28,000; Full time

Job summary

MSite by Infobric is seeking a Customer Service Representative to be the first point of contact for customers, delivering exceptional service across inquiries, service requests, and technical issues. You will guide customers on using the MSite platform, troubleshoot first-line issues, and ensure interactions meet service levels.

The role involves logging and managing support tickets, gathering information, and progressing incidents within agreed SLAs, while collaborating with colleagues across

Qualifications

• Prior experience in a customer service environment.
• Good working knowledge of Microsoft Office, including Outlook, Word and Excel.
• Excellent written and verbal communication and strong interpersonal skills.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and manage multiple tasks in a fast-paced setting.
• Experience supporting IT systems, software applications, or technical products.
• Experience using ticketing, service desk, or case management systems.
• Understanding of incident management and customer support processes.
• Experience working within a fast-paced service or support environment.

Responsibilities

• Provide first-line customer support via telephone, email, and ticketing systems.
• Triage tickets and route incidents to appropriate teams.
• Gather relevant information and assess impact, priority, and urgency.
• Maintain accurate ticket records, notes, and ownership for clear handovers.
• Escalate issues that cannot be resolved within SLAs while maintaining ownership.
• Deliver proactive updates to customers regarding incidents and service requests.
• Coordinate communication across service delivery functions and stakeholders.
• Build strong relationships with customers and internal teams.
• Assist customers in day-to-day use of the MSite platform.
• Support subcontractors and site teams in operational use of MSite products.
• Resolve issues at first contact wherever possible and manage expectations.
• Contribute to continuous service improvement by identifying gaps and recurring issues.
• Collaborate with colleagues to ensure effective issue resolution and knowledge sharing.

Skills

Customer service

Communication

Interpersonal skills

Attention to detail

Prioritisation

Ownership

Team collaboration

Problem solving

Education

Tools

Ticketing systems

MSite platform

Microsoft Office (Outlook, Word, Excel)

Job description

MSite by Infobric is seeking a Customer Service Representative to be the first point of contact for customers, delivering exceptional service across inquiries, service requests, and technical issues. You will guide customers on using the MSite platform, troubleshoot first-line issues, and ensure interactions meet service levels.

The role involves logging and managing support tickets, gathering information, and progressing incidents within agreed SLAs, while collaborating with colleagues across