1st Line Support

First Line Support | Global Tech Company | Competitive salary + Sign-on bonus & shares | Swansea | Hybrid (3 days per week in the office) - Saturday - Wednesday (shift pattern)

Yolk Recruitment is thrilled to partner with one of Wales's leading tech companies, located in South Wales. Due to continued growth and increased client demand, they are now seeking a dedicated First Line Support professional to join their team and play a key role in customer satisfaction.

As a First Line Support team member, you will be the initial point of contact for customers, ensuring their issues are addressed quickly and efficiently. You will take ownership of customer queries, aiming to resolve issues directly or escalating to second-line engineers when needed. This is a senior position within the team, and you'll be responsible for maintaining a high standard of service, helping to resolve problems before they reach the next level of support.

Key Responsibilities:

• Provide first-line support to customers, handling queries and incidents with a focus on customer satisfaction.

• Troubleshoot and resolve issues across a range of customer queries, ensuring quick resolutions where possible.

• Take ownership of customer queries, escalating more complex issues to second-line support when needed.

• Maintain excellent communication with customers, keeping them updated on the status of their issues.

• Work within a shift pattern, covering Saturdays to Wednesdays, ensuring round-the-clock support for clients.

• Collaborate with team members to improve the overall support process and service delivery.

Basic qualifications:

• Experience in customer service or a support role (technical or non-technical).

• Strong problem-solving abilities and the ability to remain calm under pressure.

• Excellent communication skills, with a focus on delivering high-quality service to customers.

• Ability to prioritise and manage multiple tasks in a fast-paced environment.

Preferred qualifications:

• Experience working in a customer support or helpdesk environment.

• Familiarity with using support ticketing systems and internal processes.

• Strong interpersonal skills, with a team-focused approach and willingness to mentor others in the team.

Main Benefits:

• Lucrative bonus structure, including a guaranteed sign-on bonus & shares.

• 33 days holiday (including Bank Holidays).

• Numerous other employee benefits, including flexible working options.

• Opportunity to work with a growing company that prioritises career development and offers ongoing training.

If you have any further questions, please contact Dan Newton at Yolk Recruitment.