First Line Support
Glasgow
Mix of hours from 7am – 4:30pm
Office Based
£23,486.00
An energy company based in Glasgow are on the lookout for a First Line Support to join their team.
The role requires a high level of customer service & the ability to communicate, work on their own initiative & performing consistently & efficiently.
Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction at all times.
First Line Support Responsibilities:
Provide a single point of contact for all customers
Administrate data entry and system updates on internal and client systems
Deliver high quality support to customers in their critical periods, working to minimise down time in their business
End to end ownership of service tickets (reactive calls & T&M’s) through to resolution and be accountable for customer support levels delivered
Oversee correct escalation of customer concerns
Increase the speed of resolution time for all enquires and service tickets
Aid customer retention
Liaising with FM teams as to any maintenance issues where these arise
Manage and report critical alarms from various systems
First Line Support Specification:
Excellent Customer Service skills with a strong customer focus
Self-Motivated & Self-disciplined
Excellent interpersonal skills, willingness to co-operate & work effectively as a member of a team & interact with other departments
Adaptable to change
Able to communicate fluently both orally & in writing
Company Benefits:
Hours are – 8:30am – 5pm to start and then a mix of 7am – 3:30pm, 7:30am – 4pm and 8am – 4:30pm with the occasional 9:30am – 6pm (which would be rare)
The role will be fully office-based until a 6 month probation is passed with then the option of Hybrid working –
Laptop/remote environment/VoIP phone all provided
Progression, pay rises and training will be provided within the role.
What you need to do now:
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