First-Line Support Engineer: Fast, Customer-Focused Help

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

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.