First Line Support Consultant

Recooty; Manchester; Hybrid; GBP 22,000; Full time

Job summary

An established industry player is seeking a dedicated support professional to join their dynamic team. This hybrid role involves providing first line support, ensuring customer satisfaction, and managing ticket escalations. With a focus on continuous improvement and service excellence, you will play a critical role in enhancing the user experience. The company values its employees and offers a collaborative environment with opportunities for personal growth and development. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact in a thriving organization.

Qualifications

• 1-3 years of experience in 1st/2nd line support required.
• Strong troubleshooting and problem-solving skills are essential.

Responsibilities

• Provide first line support to users across all customers.
• Ensure timely updates to the knowledge base and ticket systems.

Skills

Troubleshooting

Problem-solving

Customer Service

Ticket Management

1st/2nd Line Support

Job description

This role is hybrid, so will require a few days in the sales office a month.

About HSO

HSO are a leading Microsoft Dynamics Gold partner who were founded in 1987 specialising in sectors such as Retail, Rental, Manufacturing, Professional Services and Local Government. With a head count of over 280 employees in the UK, winning multiple awards such as 2020 Microsoft Partner of the Year, Best Tech company 2021 and Top 3 Large Companies to work for 2021 our reputation in the Dynamics Market is higher than ever.

Prioritising customer satisfaction, our expertise and pragmatic approach to each customer’s business needs enable us to provide a 100% reference-able solution, supported by award winning 24-hour support. Our recruitment motto has always been – ‘We don’t want good people to just join us, we want them to stay with us’. Ensuring our employees are challenged, supported and engaged in our wider family is key to our continued success – we have a designated Learning and Development Team who are continuously offering the best training on the market, combined with an Engagement Team who are creative in ways we can have social activities virtually.

Reason for Vacancy

Due to the continued growth of the UK and European business, there is a need to increase the UK support team to ensure that our customers receive the best attention we can give them, and that HSO UK delivers against ambitious growth targets.

Purpose of The Role

You will be working in a team-based environment on the Service Desk, providing first line support to users in all our customers. Your main responsibilities will be providing first time responses and fixes where possible, routing to 3rd party suppliers, triaging and escalating tickets when required.

A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management.

Report Line

As part of the support team you will report to the Team Lead.

Job Function

• To ensure that the Team Lead is kept informed of progress and are told of major problems and/or issues in a timely manner.
• Responsibility for being the first point of contact on the Service Desk.
• Updating the knowledge base.
• Innovation and Continual Service Improvements.
• Responsibility for updating company call logging systems.
• To work within SLA and KPI targets to agreed priorities.
• Providing efficient first line support to customers.
• Working mix of office and home working.

Personal Qualities

You will be forward thinking, customer focused and self-motivated with the drive to improve all support services and the user experience.

• Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
• Demonstrate strong organisational skills and be accountable for your daily workload.
• Demonstrate a systematic, disciplined, and analytical approach.
• Be customer focused and ardent in ensuring that colleagues receive a high quality of service.

Hours

Working on a shift basis, Monday to Sunday 08:00 to 18:00. *Some variations may apply.

Skills Required:

Essential

• 1-3 years’ experience in 1st/2nd line support.
• Excellent troubleshooting and problem-solving skills.
• Experience in 1st line support.
• Experience with supporting customers over the phone.
• Experience of ticket management.
• Be passionate about Customer Service.

Desirable

• Experience in Support Retail IT /POS solutions.
• Experience in Supporting Retail.

Salary:

• The starting salary is £22,000 increasing after probation.