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    1st Line Support Engineer - Leeds, United Kingdom - Smoothwall by Qoria

    Smoothwall by Qoria
    Smoothwall by Qoria Leeds, United Kingdom

    1 week ago

    Default job background
    Full time
    Description
    Job Description

    What's the opportunity?

    This role provides first-line technical support to end-users, including troubleshooting hardware and software issues, answering technical queries, and resolving technical problems via phone, email, chat, or in person. The successful candidate will be the first point of contact for the company and therefore must represent our values, set the standard for customer service and is responsible for instilling confidence in our responsiveness and exhibit expert knowledge so that our customers know they are in a safe pair of hands.

    Here's how you'll do it :

    • Manage incoming support tickets via email and live chat to ensure first response SLA's are met each time.
    • Provide first-level technical support to end-users or customers via phone, email, or chat.
    • Troubleshoot and resolve hardware and software-related issues promptly.
    • Accurately diagnose technical problems by asking relevant questions and gathering information.
    • Log and track support requests using a ticketing system.
    • Offer exceptional customer service by maintaining a friendly and professional demeanour, ensuring a positive customer experience.
    • Utilise remote access tools to troubleshoot and resolve issues on users' devices when applicable.
    • Escalate complex issues to higher-level support teams or specialists when necessary, ensuring timely problem resolution.
    • Identify and Highlight patterns amongst incidents that could be a result of an outage or major incident.
    • Contribute to and maintain a knowledge base with solutions to common issues for self-service by end-users.
    • Assist users in understanding and using common software applications, tools, and systems.
    Qualifications

    What you'll bring:

    • Experience in a customer service role.
    • A high level of written and spoken English.
    • Experience of dealing with enquiries over the phone and via email.
    • Strong organisational skills.
    • Work well in time pressured situations.
    • Ability to empathise with customers.
    • Ability to remain professional when interacting with difficult and reactive customers.
    • An understanding of safeguarding children and how education organisations are run.
    • Motivation to resolve customer queries in a timely manner.
    • The ability to keep up with ever-changing processes to meet government safeguarding standards.
    • Identify patterns in queries to identify potential bugs in the software.
    • Identify patterns in queries to identify key areas to focus our knowledge base articles.
    • A fundamental understanding of IPv4 Networking and Networking Technologies/Protocols.
    • Natural curiosity and a strong drive to learn.

    Ideally you'll also have :

    • Experience with Smoothwall products.
    • An understanding of safeguarding children and how education organisations are run.
    • Experience with Linux Operating System in Desktop and Command line environments.
    • Experience with the following systems: Google Workspace (Google Meets, Google Docs, Google Sheets), Zendesk, RingCentral, Confluence (& Jira), Notepad ++, Zoom, Slack (Not a priority), Team Viewer (Not a priority)
    Additional Information

    Why choose Smoothwall by Qoria?

    In this role, you can expect:

    • Employee stock options
    • Enhanced holiday & family leave
    • Tech Allowance
      .... and much more

    More importantly, you'll:

    • Support tech with purpose...

    As Technical Support at Qoria, your work truly matters. With every customer interaction, you'll be helping children stay safe online. It feels good to do good.

    • With people who care...

    One of our values is 'Care, Always'. Our Support Team lives and breathes that, every day. We also look after each other and help create a supportive environment for all.

    • Through work that you love...

    Being Technical support takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you'll love the impact you have.

    • And a career that you own...

    A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions

    We'd love to hear from you. Please submit your application if you would like to be considered for this opportunity.

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