Product Support Technician - 1st Line

Appello Careline Limited.; New Milton; On-site; GBP 19,000 - 23,000; Full time

Job summary

A growing technology support firm in New Milton seeks a 1st Line Digital Support Technician. You will be the first point of contact for customer queries, managing cases efficiently while ensuring a high level of customer service. Ideal candidates have experience in customer service roles, are tech-savvy, and excel in communication. The role offers competitive pay and benefits, including generous holiday, discounts, and a pension scheme. Consider joining a team that values your skills and growth potential.

Benefits

161 hours holiday, increasing with service

Discounts on groceries and shopping

24/7 employee assistance programme

Family and friends' discounts

Pension Scheme, up to 4% Company matched

Free on-site parking

Qualifications

• Experience in a busy customer-facing role.
• Ability to support non-technical users with empathy.
• Willingness to learn new skills and processes.

Responsibilities

• Act as the first point of contact for Digital Support queries.
• Log and assign cases using the case management system.
• Provide initial triage to support cases and ensure SLA's are followed.

Skills

Customer service

Problem-solving

Communication

Microsoft packages

Job description

🆘Product Support Technician - 1st Line

Love solving problems and helping people?
Join us as a 1st Line Digital Support Technician—the friendly first point of contact for all things tech! You’ll be the voice (and brain) behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way. From answering queries to coordinating rapid responses, you’ll make sure every interaction feels effortless and professional. If you’re organised, tech‑savvy, and thrive on delivering top‑notch customer service, this role is your chance to shine.

⏰Hours: 35hours per week

📅Shift pattern:Monday - Friday, working 7 hours shifts between 8am - 5pm (35 hours per week) plus on call with additional payment

💸Salary: £23,000 per annum

📍Location: Office based New Milton Hampshire

This role is a UK based role and any hybrid/remote work must also be within the UK.

📆Start Date : 2nd February 2026

😎Appello Perks

• 161 hours holiday rising to 175 hours with length of service plus bank holidays

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

👇ABOUT YOU

You will have had experience in a busy customer facing role and be confident in performing general admin tasks. You are organised but have a flexible approach to workloads. You have used Microsoft packages and reporting tools and are willing to learn new skills and processes.

You are a great communicator and are able to support non-technical users to troubleshoot with patience and empathy. Ideally you will have either work experience as a 1st line ICT tech or similar role and an understanding of the telecare industry

THE ROLE 🎧

You will be part of the Digital Support team which is constantly evolving. As the first point of contact for Digital Support queries arriving via phone/email/form. Logging and assigning cases via our case management system, quickly and accurately. Providing an initial triage to support cases and ensuring that first response SLA's are adhered to, coordinating rapid and appropriate responses keeping the customer apprised of progress made. Building rapport with customers, providing excellent customer service.

Find out more about the department here!

Full job description available on request

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself!

OTHER INFORMATION

This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.