Job Title: 1st Line Technical Support
Responsibilities:
1. Assist customers by phone and email, answering basic product and technology questions.
2. Diagnose, troubleshoot, and resolve technical issues in a timely manner, escalating to higher-level support when necessary.
3. Create RMA cases as directed and assist the warehouse team with reproducing reported problems once goods have been returned.
4. Actively manage outstanding tickets and ensure accurate data recording.
5. Help where needed and attend training sessions to keep up to date with new products.
6. Document troubleshooting steps and resolutions in the knowledge base.
7. Provide timely updates and feedback to users on the status of their support requests.
8. Maintain accurate records of support interactions and RMA processing.
Salary: Dependent on experience, likely £28k-£30k
Benefits:
* Auto enrolment pension scheme
* 23 days holiday rising with tenure
* Other details to be discussed at interview
Seniority Level:
Associate
Employment Type:
Full-time
Job Function:
Information Technology
Industries:
Computer and Network Security, IT Services and IT Consulting, and Manufacturing
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