MSite Platform Support Specialist

Infobric Ltd; Liverpool; Hybrid; GBP 22,000 - 32,000; Full time

Job summary

Infobric Ltd is seeking a Customer Service Representative for MSite to be the first point of contact for customers, handling enquiries, service requests, and technical issues. You will guide users on the MSite platform and log tickets accurately.

You will work closely with customers and internal teams to progress incidents within SLAs, maintain professional communication, and contribute to continuous service improvements while delivering a positive customer experience.

Qualifications

• Good working knowledge of Microsoft Office suite, including Outlook, Word, and Excel.
• Experience with ticketing, service desk, or case management systems.
• Understanding of incident management and customer support processes.

Responsibilities

• Provide first-line customer support via telephone, email, and ticketing systems, ensuring all enquiries are handled professionally and efficiently.
• Triage support tickets and route incidents, service requests, and queries to the appropriate teams.
• Maintain accurate ticket records with notes, categorisation, prioritisation, and ownership.
• Escalate incidents when needed while retaining ownership of communication and progression.
• Deliver proactive updates to customers regarding incidents and service requests.
• Build and maintain strong working relationships with customers and internal stakeholders.

Skills

Customer service

Ticketing systems

Microsoft Office

Communication

Organisational skills

Tools

Microsoft Office

Job description

Infobric Ltd is seeking a Customer Service Representative for MSite to be the first point of contact for customers, handling enquiries, service requests, and technical issues. You will guide users on the MSite platform and log tickets accurately.

You will work closely with customers and internal teams to progress incidents within SLAs, maintain professional communication, and contribute to continuous service improvements while delivering a positive customer experience.