1st Line Support Agent

Key Responsibilities

• Act as the first point of contact for all technical support queries via phone and Intercom
• Diagnose and resolve straightforward technical issues promptly and efficiently.
• Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
• Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
• Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
• Maintain accurate records of incidents, resolutions and communications in the support system.
• Follow internal processes and contribute to continuous improvement of support procedures.
• Collaborate with second and third line teams to ensure smooth handover of escalated issues.
• Success in This Role Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.

Requirements

• Strong problem solving skills with the ability to quickly assess and resolve common technical issues.
• Excellent communication skills, both written and verbal.
• Experience with Intercom is a plus.
• A customer first mindset with a focus on clarity and responsiveness.
• Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
• Basic understanding of IT systems, networks or software support is desirable.
• Experience working in a service desk or support environment is beneficial but not essential.

Key Behaviours