1st Line Support Engineer

1st Line Support Engineer Permanent Location: Rochester - 4 days a week on site Salary: £22,000 - £26,250 + Benefits + Bonus + On Call We are supporting an established organisation who is seeking to appoint a 1st Line Support Consultant to join a busy Customer Support team.The successful candidate will work as part of a team delivering a high-quality, professional customer support service in a 1st line support environment. The role involves using sound judgement to manage service requests from logging through to resolution, ensuring adherence to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards to maximise customer satisfaction.Key ResponsibilitiesThe role is varied and will include:Logging and progressing 1st line support callsConducting customer follow-up calls to ensure satisfactionPromoting relevant products and services to the existing customer baseLogging support requests received via email into the support desk systemMaintaining remote access/support documentation and updating customer records within the CRM systemSetting, maintaining and exceeding customer service standardsEncouraging customer feedback and identifying opportunities for service improvementEscalating or resolving issues within agreed response and resolution timeframesEnsuring all outstanding support calls are progressed and resolved promptlyPersonal AttributesThe successful candidate will demonstrate:Excellent communication skills, particularly over the ..... full job details .....