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Support > First Line Support Technician

First Line Support Technician

Up to 22,000 per annum
First Line Support Technician

About MaxContact

MaxContact provide customer engagement software that goes above and beyond to build smarter customer experiences. As a growing B2B brand – backed by private equity firm FPE Capital – we’re on an exciting journey. We’re looking for someone to come and join our support team helping us to deliver exceptional customer service to our customers. As a First Line Support Technician you will help with troubleshooting and ticket management. The ideal candidate will communicate clearly and effectively with the team as well as with our customers when supporting them through their queries/issues. They will be a natural problem solver with a determination to provide a resolution to customer and business challenges. They should be able to work collaboratively within a team to proactively identify and resolve issues, whilst also having confidence in being able to work productively by themselves without supervision.

MaxContact offers a friendly, welcoming working environment, ensuring everyone gets the right training and has time to develop themselves through their career with us. We have a drive to develop from within, and there are numerous opportunities for progression within the organisation.

The MaxContact team are currently operating on a hybrid mix of working from home, as well as having regular days in the office to work collaboratively as a team. Any key equipment will be provided, but we would need you to have a suitable home working environment, or you are welcome to work from the office full time.

Skills/Qualities we’re looking for in our First Line Support Technician

  • A keen eye for detail and problem-solving.
  • Have exceptional customer service skills, with a professional and friendly telephone manner.
  • Enthusiastic and keen to learn.
  • The ability to self-motivate and deliver high productivity with minimum supervision.
  • The ability to prioritise whilst working under pressure.
  • The ability to confidently work alone as well as operate effectively within a team.

Roles and Responsibilities

  • Provide technical support to our customers through calls, emails, ticketing systems, and webchat.
  • Maintain a high standard of customer service for all queries which come into the support desk.
  • Be proactive when dealing with customer problems.
  • Use our ticket management system to organise and document all cases raised by our customers.
  • Keep to priority-based Service Level Agreements.
  • Escalate customer issues to the relevant department(s) when required (e.g. Second Line Support, Development, Infrastructure).
  • Expectation to work within our shift pattern following your first 3 – 4 months with us (early/late shift work as well as a weekend on-call, approximately every 8 weeks).
  • On-call for a bank holiday each year, with the day back in lieu as well as receiving time and a half pay.

What do you get from us?

  • Starting salary is £20k pa, increasing to £22k on successfully passing your probation period.
  • 25 days annual leave, plus public holidays.
  • A Life Insurance policy – four times your salary.
  • Regular performance and salary reviews.
  • Hybrid working – the ability to work from home, with set office working days.
  • Paid for volunteering days with our chosen charities.
  • Social events with the company to help get to know the team.
  • Personal development and training allowance.
  • Structured meetings to help plan and develop your path through the company.
  • Private pension contribution.

We look forward to hearing from you and will be excited to welcome the newest member of the MaxContact Team.

Due to high interest in the position, we may not be able to reply to all candidates and if you have not heard back within 7 days we regret that you were not successful in this application. We wish you the very best of luck in your job search.

Please note, that new employees will be required to undergo a background check during the first few months of employment.