1st Line Support Engineer

Role: 1st Line Support Engineer  
Location: Witney (Hybrid/Remote)  
Salary: £25,000 
 
The Role 
We are looking for a First Line Support Engineer to join a progressive, award-winning software solution company.  

The ideal candidate will provide the first point of contact for the company's clients and employees, ensuring smooth support. The company is offering comprehensive training, to promote progression within this role.  

Benefits:  

• Additional Pay: Bonus scheme 

• Training provided  

• Company events and pension scheme 

• Free parking and private medical insurance 

• Flexible work-from-home options 

Responsibilities 

• Provide first-line support to clients via phone, email, and chat. 

• Diagnose and troubleshoot technical issues related to software and app. 

• Escalate more complex issues to the second-line support team. 

• Maintain accurate records of client interactions using a ticketing system. 

• Collaborate with the development team on bugs or feature requests. 

• Test software updates and new features created by the development team. 

• Help clients use company software efficiently through guidance and education. 

• Create and update support documentation to improve user experience. 

Requirements  

• A passion for technology and delivering excellent customer service. 

• Strong communication skills, both written and verbal. 

• Experience in a technical support or customer service role. 

• Basic knowledge of cloud-based software and related technologies. 

• Problem-solving skills and a proactive mindset. 

• The ability to work effectively in a small team. 

  
Apply directly or email conor@digitalwaffle.co