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2nd Line Support Engineer

2nd Line Support Engineer

2nd Line Support Engineer

Based in Nottingham, Cardiff, Chesterfield, Edinburgh (option to have a split between working remotely and going in to one of their offices).

An outdoor leisure company are looking for a 1st /2nd Line Technician to join the team due to huge growth trajectory which is set to continue. They have an impressive and increasing customer base and are looking for an enthusiastic and dynamic individual to work on their busy helpdesk resolving a variety of issues that arise with their products.

This will be a customer-focused role and will require you to explain in a non-technical way how to resolve issues, ensuring a high rate of virtual first-time fixes to avoid escalation to logistics team.

You will have opportunity for continuous training and quick progression, whilst working in a rewarding environment.

Key responsibilities:

  • Resolving technical issues over the phone and email
  • Successfully deliver first time fix resolutions
  • Ability to decipher exact information into a concise step-by-step solution preventing further intervention or call-out.
  • Use Salesforce to keep notes on all transactions including case closure.
  • Meeting specific KPIs
  • Strong communication skills coming to timely resolutions for a host of issues through talking step by step through processes with customers.

A bit about you:

  • A university degree in a STEM subject
  • Experience with CRM systems specifically Salesforce
  • Strong 1st/2nd Line support technical skills
  • Excellent communication and customer service skills

Virtual interviews will be taking place next week so apply today to secure your place on the shortlist!

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