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

Requirements

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