1st Line Customer Support ( 3months)

Our Reading based client is recruiting for a 4 month fixed term contract. The role is a 1st Line Customer technical support. JOB SUMMARY * To provide exemplary support to customer base across a range of solutions but with a focus on our Cloud and Services. The emphasis is on closing enquiries in a single interaction, sustaining high levels of service, and striving to delight customers with each engagement. JOB RESPONSIBILITIES * Support customers with diverse enquiries and provide quality information at all times. * Case management via phone, portal and email (logging, acknowledgements, updates and completion of all case notes). * Case diagnosis and resolution; case routing where further levels of technical support are necessary; execution of correct escalation procedures when appropriate. * Achieve ambitious and testing sla’s * Working with customers, third parties and internal departments to diagnose and resolve issues. Soft Skills * An emotionally intelligent and highly empathic communicator * A logical and methodical approach to problem diagnosis and resolution. * Common sense * Resilient, self-motivated, with an outstanding work ethic * Calm, methodical and persistent, especially under pressure * Process orientated with a meticulous eye for detail * Analytical with the ability to turn insight into action * Adaptable and flexible * Commercially aware Experience and Qualifications The ideal candidate would have: * At least two years’ experience in a Service Delivery or Technical Support or 1st line role * A demonstrable understanding of computers, with a focus on Windows servers and networks * Good understanding of browsers and their behaviour * Experience of networking and VPNs * Basic knowledge of MSSQL is desirable * Understanding of diagnosis steps using MS Command Prompt * Understanding of Linux/Unix (command line) would be an advantage