1st Line Support Specialist - UK Based Permanent Position 

You will be liaising directly with clients, resolving any support questions, providing feedback or updates, and progressing resolution with the relevant internal team members. The role includes managing the solutions database, documenting any fixes, updating the support database showing common problems and how they were resolved.

You will be responsible for the reporting of support usage and notifying customers and account managers or any over usage. Producing yearly inspection reports for each customer and advising the customer on any efficiencies that can be made around the system design, available variables, and data retention. Also, you will be advising on the best and most appropriate support package each client should be on.

Responsibilities:

• Track & manage customer support tickets ensuring SLAs are met
• Ensure all tickets are clearly & accurately logged
• Keep customers informed of progress throughout the lifetime of the issue or support request
• Escalation of tickets through to 2nd line support
• Work with the development team to assist with ticket resolution
• Develop relationships to ensure exceptional customer service is always delivered
• Facilitate regular calls with customers to review current tickets
• Managing user licences
• Create maintain support documentation & usage reports
• Keep up to date with product updates and new functions

Experience:

• Strong communication & interpersonal skills
• Organised & high attention to detail
• Enjoys problem-solving
• Able to converse on a technical and non-technical level
• Knowledge of databases
• Basic skills in Microsoft SQL server