1st Line Support

1st Line Support Hybrid - South Reading area office 3 days a weekWhy? Fast growing SaaS VendorAn award winning growing Software Vendor is expanding their Technical Customer Support team. You will provide 1st line technical support over the phone, email and remote channels. You will help customers with application, environmental, and hardware issues.1st Line Support - Responsibilities Provide remote 1st line support via phone, e-mail, remote sessions and other channelsSupport the rollout of new applications and existing application updates.Investigate, diagnose, and resolve application, environmental, and hardware issues, liaising directly with customers where needed.Maintain accurate records of support activity, customer issues, and resolutions for future reference.Creation of knowledgebase articles and FAQs for use both internally and externally.Identify and escalate technical issues where appropriate.1st Line Support - Requirements 6+ months technical support experience i.e. 1st lineIdeal- 2 years customer support or customer service (telephone support)Working knowledge of Microsoft operating systems (Windows 10 and 11), Server 2012 onwardsBasic understanding of Microsoft 365Basic understanding of PC hardware set-up and configurationStrong written and verbal English communication skills with excellent telephone mannerFor more information, please contact Katie at Matched Group.1st Line Support / Technical Support / IT Support / Service Desk / Technical Support Analyst / IT ..... full job details .....