Product Support Technician - 1st Line

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

Job summary

A leading digital support company in New Milton is seeking a Product Support Technician to provide first-line support. You will be responsible for logging and triaging support queries, delivering excellent customer service, and working within a dynamic team. The ideal candidate will have experience in customer service roles and proficiency in Microsoft tools. Join a growing team with exceptional career opportunities in a supportive environment.

Benefits

161 hours holiday rising to 175 hours with service

Discounts on groceries, shopping, holidays, and more

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 patience.
• Experience as a 1st line ICT tech or similar is ideal.

Responsibilities

• Log and assign Digital Support queries quickly and accurately.
• Provide initial triage for support cases adhering to SLAs.
• Build rapport with customers and deliver excellent customer service.

Skills

Customer service skills

Microsoft packages proficiency

Communication abilities

Ability to troubleshoot

Job description

Product Support Technician - 1st Line

Hours: 35hours per week

Shift pattern:Monday - Friday, working 7 hours shifts between 7am - 7pm (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 : 11th August 2025

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.