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1St Line Support

Location: WIMBLEDON, LONDON, UNITED KINGDOM Salary: 20,000.00-24,000.00 GBP (UK Pounds) Per annum, inc Benefits
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: 2
Posted: 8 months ago Reference: X3-228832

1st Line Support 
 

Wimbledon

to £24,000

 

My client is seeking a 1st Line Support assistant for this team of 10, a great opportunity for someone with an genuine interest in IT or 6 months experience with great customer service skills

The business is a Global specialist software company with amazing growth and great offices 

Responsibilities & Duties:

  • Candidates must be of graduate calibre with excellent written and verbal English.
  • From time to time, assist with the build of professional self-paced e-learning products, and configuration of customer’s systems.
  • Provide a 1st line support service to our clients through a variety of media (e-mail, telephone, live chat, Webex, etc)
  • If a support request cannot be solved by a 1st line analyst, gather appropriate information and escalate to 2nd line team.
  • Schedule and conduct small “bite-sized” training sessions to resolve 1st line support requests when necessary.
  • Assist in updating course materials and marketing material
  • Assist in testing new versions of the software, from time to time.
  • Establish and maintain a solid understanding of the company software
  • Establish and maintain a solid understanding of the context of how the software can be used in the real world

Skills, Qualities & Experience Required

  • Strong analytical ability to troubleshoot and diagnosis technical software and implementation issues
  • Ability to deliver a professional image
  • Excellent oral and written English communication skills, including business and phone etiquette
  • Knowledge of software implementations, system workflows, implementation best practices, and project management
  • Self-motivated team player with strong inter-personal skills
  • Fast learner with the ability to absorb complex software information quickly
  • Ability to translate sometimes complex technical information in to a form that less technically savvy users are able to understand.
  • Ability to prioritise workload to meet agreed SLA’s
  • Self-motivated team player with strong inter-personal skills

Desirable

  • Experience of working in the UK healthcare market, preferably in patient safety or risk management.
  • Experience implementing or training on software systems would be a benefit
  • Experience in a customer facing support role.
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