Product Support Technician - 1st Line Job Type: Full-time Location: New Milton, Hampshire Salary: £23,000 per annum Hours: 35 hours per week, Monday - Friday, 7-hour shifts between 7am - 7pm, plus on-call with additional payment Join our dynamic Digital Support team in a role that is constantly evolving. As a Product Support Technician, you will be the first point of contact for digital support queries, providing essential first-line support and excellent customer service. Day-to-Day of the Role: Serve as the first point of contact for digital support queries via phone, email, or form. Log and assign cases using our case management system quickly and accurately. Perform initial triage to support cases, ensuring that first response SLAs are adhered to. Coordinate rapid and appropriate responses, keeping the customer apprised of progress. Build rapport with customers, ensuring a high level of customer service and satisfaction. Required Skills & Qualifications: Experience in a busy customer-facing role, confident in performing general admin tasks. Organised with a flexible approach to workloads. Proficiency in Microsoft packages and reporting tools. Excellent communication skills, able to support non-technical users with patience and empathy. Experience as a 1st line ICT technician or similar role is ideal. Understanding of the telecare industry is advantageous. Benefits: 31 days holiday rising to 33 with length of service, including bank holidays worked. Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more. 24/7 employee assistance programme accessible via an app. Family and friends’ discounts on our services & products. Pension Scheme, up to 4% Company matched. Free on-site parking. How to Apply: If you are interested in the Product Support Technician role, please upload your CV or call Amelia