1st line Support Technician

The Support Team take point in answering all customer questions and queries They are natural problem-solvers and experts on their product Based in Nottingham city centre, working Monday to Friday 9am-5:30pm As a Support Technician you will be responsible for providing 1st line support to customers based across the UK and in over 60 countries worldwide. You will be encouraged you to grow and develop in your role every day and supported to continuously look at new ways to provide the best possible customer service. Your responsibilities will include: Being the first point of contact for customers; Dealing with questions and queries, as well as troubleshooting problems, by email or by phone; confidently escalating tickets from email to phone calls when more information is needed Managing more complex issues end to end - Escalate development tickets when necessary, managing expectations with customers and ensuring tickets are resolved effectively and as quickly as possible Knowledge of the system; Nurture an interest in software and keep yourself continually up to date with the latest features and changes Team-player; Collaborate with internal teams, especially Development, to make sure communication is really smooth and efficient About you To help customers get the best service you must: Be really customer-centric, with a drive to deliver an amazing service at each interaction Solid experience within a customer-facing role, preferably within application support Have an understanding of web-based applications Have a real passion for technology Have a solid knowledge of Excel and other MS Office applications Be a great problem-solver Be an excellent communicator in person, over the phone and in writing Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at http://www.macildowie.com. Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. After applying for this role you'll be sent a request for your consent to hold your data on our systems. If you would like information on how we will process your data please go to our website and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.