Hybrid 1st Line Support Engineer — Customer Focused

Xplor; Newcastle upon Tyne; Hybride; GBP 25 000 - 35 000; Plein temps

Avantages offerts par ce poste

Paid Parental Leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working

Résumé du poste

Xplor is seeking a 1st Line Support Engineer to be the first contact for clients using the Legend system. You’ll handle queries, data requests, software issues and training, aiming for quick resolutions and high customer satisfaction.

The role is based in the UK with a hybrid model: 3 days in the Newcastle office and the remainder from home. You will work to meet quarterly KPIs, interact with stakeholders, and continuously grow your technical knowledge in a fast-growing international company.

Qualifications

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal skills and strong verbal/written communication.
• Excellent analytical and problem solving abilities for complex issues.
• Fast learner who can pick up new skills quickly.
• Fluent in English, both speaking and writing.
• Team player in a fast-growing international company.
• Able to operate in a dynamic environment with deadlines.
• Strong verbal communication for in-person and telephone conversations.
• Eager to explore and apply latest technologies.
• Self-motivated with results orientation.

Responsabilités

• Support, maintain and improve customer service.
• Provide support for Legend customers via telephone and ticket systems.
• Resolve support cases promptly to maintain customer satisfaction.
• Escalate calls to 2nd/3rd line or external maintenance as needed.
• Analyze tickets and report on performance against SLAs and targets.
• Develop teammates to uphold high support standards.
• Perform phone support as scheduled via rota.
• Maintain knowledge of Legend operations/policies/software for quality help.

Connaissances

Client communication

Analytical thinking

Problem solving

Team player

English proficiency

Outils

Ticketing systems

Description du poste

Xplor is seeking a 1st Line Support Engineer to be the first contact for clients using the Legend system. You’ll handle queries, data requests, software issues and training, aiming for quick resolutions and high customer satisfaction.

The role is based in the UK with a hybrid model: 3 days in the Newcastle office and the remainder from home. You will work to meet quarterly KPIs, interact with stakeholders, and continuously grow your technical knowledge in a fast-growing international company.