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First Line Support Agent
| Posting date: | 04 November 2024 |
|---|---|
| Salary: | £30,000 per year |
| Hours: | Full time |
| Closing date: | 04 December 2024 |
| Location: | CR0 1YB |
| Remote working: | On-site only |
| Company: | ICUK Computing Services Ltd |
| Job type: | Permanent |
| Job reference: | First Line Support Agent |
Summary
## About the Role
We are looking for a dedicated First Line Support Agent to join our team in Croydon. This role is essential in providing high-quality support to our clients, assisting with technical issues, and collaborating with carriers, suppliers, and internal team members to resolve problems. The successful candidate will possess excellent communication skills, a willingness to learn, and a basic understanding of IT. This is a fantastic opportunity to build a career in IT support with full training and support provided.
## Responsibilities
- Act as the first point of contact for clients, providing support over the phone and via email
- Log, track, and manage support tickets in our system, ensuring prompt and effective resolution
- Work closely with carriers, suppliers, and internal teams to investigate and resolve client issues
- Follow up on escalated issues and coordinate solutions with other team members as necessary
- Assist in developing and maintaining user guides, FAQs, and support documentation
- Consistently ensure client satisfaction and maintain a high standard of support service
## Requirements
- Strong spoken and written English, with a professional and approachable communication style
- Willingness to learn and develop skills in IT support
- Basic IT skills and an interest in troubleshooting and problem-solving
- Ability to work collaboratively with external carriers, suppliers, and internal teams
- Organised, detail-oriented, and able to manage tasks efficiently
- Based in or able to commute to central Croydon
## Desirable Qualifications
- Previous experience in a customer support or IT role is beneficial but not essential
- Familiarity with basic troubleshooting practices, networking, or software packages is advantageous
## What We Offer
- Competitive salary
- Opportunities for professional growth and further IT training
- A supportive work environment focused on career development
- Convenient location in central Croydon, easily accessible by public transport
- This role is ideal for someone passionate about customer service and eager to advance in IT support. If you enjoy problem-solving and working in a team-oriented environment, we’d love to hear from you.
## Benefits
We value all members of our team, and we have a track record of recruiting, training and retaining staff with a long career in mind. Here are a selection of benefits we are able to offer:
- Annual leave increases over time
- Premium level private health insurance (including discounts to gyms etc)
- Pension Scheme
- Death in service
- Bottomless tea, coffee and office snacks
- Breakfast on Fridays
- We expect you to share our values of:
- Innovation
- Openness
- Proactive
- Continual change
## Who are we?
ICUK has been established for over 20 years. We primarily focus on supplying wholesale communication solutions to white label providers who rebrand and resell our services as their own. In broad terms we supply broadband, leased lines, traditional phone lines, VoIP, and web hosting. At the heart of our organisation is our in-house developed control panel which allows users to manage all aspects of their estate with us, and for the most part they are self-sufficient without being hugely reliant on us to action things or supply information.
## Why ICUK?
By designing and developing our platforms in-house we enjoy the benefits of automation for large parts of our operations. We are not a call centre, instead we’re a team of 18 individuals spread across support, provisioning and development. As a team, we work incredibly quickly responding to all members' ideas and suggestions whether that be on an individual fault or as part of a longer term solution to bring about positive change in our platform or procedures. We operate with a calm environment which is not targetted or incentivised.
We are looking for a dedicated First Line Support Agent to join our team in Croydon. This role is essential in providing high-quality support to our clients, assisting with technical issues, and collaborating with carriers, suppliers, and internal team members to resolve problems. The successful candidate will possess excellent communication skills, a willingness to learn, and a basic understanding of IT. This is a fantastic opportunity to build a career in IT support with full training and support provided.
## Responsibilities
- Act as the first point of contact for clients, providing support over the phone and via email
- Log, track, and manage support tickets in our system, ensuring prompt and effective resolution
- Work closely with carriers, suppliers, and internal teams to investigate and resolve client issues
- Follow up on escalated issues and coordinate solutions with other team members as necessary
- Assist in developing and maintaining user guides, FAQs, and support documentation
- Consistently ensure client satisfaction and maintain a high standard of support service
## Requirements
- Strong spoken and written English, with a professional and approachable communication style
- Willingness to learn and develop skills in IT support
- Basic IT skills and an interest in troubleshooting and problem-solving
- Ability to work collaboratively with external carriers, suppliers, and internal teams
- Organised, detail-oriented, and able to manage tasks efficiently
- Based in or able to commute to central Croydon
## Desirable Qualifications
- Previous experience in a customer support or IT role is beneficial but not essential
- Familiarity with basic troubleshooting practices, networking, or software packages is advantageous
## What We Offer
- Competitive salary
- Opportunities for professional growth and further IT training
- A supportive work environment focused on career development
- Convenient location in central Croydon, easily accessible by public transport
- This role is ideal for someone passionate about customer service and eager to advance in IT support. If you enjoy problem-solving and working in a team-oriented environment, we’d love to hear from you.
## Benefits
We value all members of our team, and we have a track record of recruiting, training and retaining staff with a long career in mind. Here are a selection of benefits we are able to offer:
- Annual leave increases over time
- Premium level private health insurance (including discounts to gyms etc)
- Pension Scheme
- Death in service
- Bottomless tea, coffee and office snacks
- Breakfast on Fridays
- We expect you to share our values of:
- Innovation
- Openness
- Proactive
- Continual change
## Who are we?
ICUK has been established for over 20 years. We primarily focus on supplying wholesale communication solutions to white label providers who rebrand and resell our services as their own. In broad terms we supply broadband, leased lines, traditional phone lines, VoIP, and web hosting. At the heart of our organisation is our in-house developed control panel which allows users to manage all aspects of their estate with us, and for the most part they are self-sufficient without being hugely reliant on us to action things or supply information.
## Why ICUK?
By designing and developing our platforms in-house we enjoy the benefits of automation for large parts of our operations. We are not a call centre, instead we’re a team of 18 individuals spread across support, provisioning and development. As a team, we work incredibly quickly responding to all members' ideas and suggestions whether that be on an individual fault or as part of a longer term solution to bring about positive change in our platform or procedures. We operate with a calm environment which is not targetted or incentivised.