First Line Technical Support

circle.cloud; Southampton; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Free Breakfast

Private Health option after 1 year

Free parking

Cycle to work scheme

Birthday off

Job summary

circle.cloud in the United Kingdom is seeking a first-line Customer Support Advisor to handle telephony, VoIP and IT service inquiries. You will be the initial contact point, logging and prioritising tickets, and delivering basic troubleshooting with guidance to more complex cases as needed.

The role offers full training, clear progression, and benefits, with in-office work in SO14 area. A genuine interest in technology and strong communication skills are essential.

Qualifications

• 1 year of experience within telecommunications.
• Clear, friendly communication skills over the phone and in writing.
• Good problem-solving skills and a willingness to learn.
• Organised, with good attention to detail.
• Comfortable using computers and picking up new systems quickly.

Responsibilities

• Be the first point of contact for customer support requests by phone, email and ticket.
• Log, prioritise and update tickets in our ticketing system, in line with our SLAs.
• Resolve common issues such as handset setup, call forwarding, voicemail, user changes and basic connectivity problems.
• Diagnose and troubleshoot broadband, call and voice issues.
• Carry out network checks (e.g. checking internet connectivity, network loops, router configuration, confirming device registration).
• Escalate more complex issues to second-line support with clear, accurate notes.
• Keep customers updated on progress so they always know where things stand.
• Follow and help improve our internal knowledge base and support guides.

Skills

Communication skills

Problem-solving

Organised

Computer literacy

Willingness to learn

Phone and written communication

Tools

Ticketing system

Job description

Pay: £28,000.00-£30,000.00 per year

Job Description:

Working Hours: 8:30 am – 5:30 pm (Full-Time)

Salary: £28k - £30k

Location: In office, SO14 2AQ

Start Date: ASAP

At circle.cloud, we believe every business should leverage the power of modern communications technology. Our advanced voice and video communication systems are built on cutting-edge network infrastructure, marketed by our dynamic and dedicated sales force.

As our first point of contact for customer support, you'll help clients with everyday issues across our telephony, VoIP and IT services. This is a great opportunity to start or grow your career in tech, with full training and clear progression into more technical roles.

Responsibilities:

• Be the first point of contact for customer support requests by phone, email and ticket.
• Log, prioritise and update tickets in our ticketing system, in line with our SLAs.
• Resolve common issues such as handset setup, call forwarding, voicemail, user changes and basic connectivity problems.
• Diagnose and troubleshoot broadband, call and voice issues.
• Carry out network checks (e.g. checking internet connectivity, network loops, router configuration, confirming device registration).
• Escalate more complex issues to second-line support with clear, accurate notes.
• Keep customers updated on progress so they always know where things stand.
• Follow and help improve our internal knowledge base and support guides.

Benefits:

• Recognition and prizes for hard work, including incentives for hitting KPIs.
• Generous annual leave package, including your birthday off every year.
• Career progression opportunities within the company.
• Company-wide events.
• Dress down every Friday.
• Refer a friend scheme.
• Techscheme and Cycle to Work Scheme.
• Private Health option after 1 year.
• Free Breakfast.

Requirements:

• 1 year of experience within telecommunications.
• A genuine interest in technology or telecoms.
• Clear, friendly communication skills over the phone and in writing.
• Good problem-solving skills and a willingness to learn.
• Organised, with good attention to detail.
• Comfortable using computers and picking up new systems quickly.

Desirable Skills:

• Basic understanding of networking (IP addresses, routers, Wi-Fi).
• Experience using a ticketing system.

Benefits:

• Company events
• Cycle to work scheme
• Free parking
• On-site parking
• Private medical insurance
• Referral programme

Work Location:

In person