1st Line Support Engineer

  • Connex One
  • Manchester, Salford

As a 1st Line Customer Support engineer, you will be responsible for maintaining the ConnexOne system, providing troubleshooting support to Customers. You will use ticket based helpdesk software to report, manage, and track customer issues from submission to resolution, providing testing and escalation notes where relevant.

Vacancy provider logo for Skills City Runway

  • GMFJ Reference
  • Hours
    37.50 per week
  • Date Posted
  • Start Date
  • Duration
    Not Specified

  • Location
  • Status
    Now Taking Applications
  • Sector
  • Opportunity Type
    Other Employment Opportunity
  • Employer
    Connex One


At ConnexOne we value internal career progression. We offer a clear Training and Development plan, which will allow you to grow within the company and move into our more senior support roles. In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting a combination shift pattern of 8 hour day or night shifts. Everyone within our Connex One Support team thrives to meet our core values, to enable us to deliver on our goal of providing the best Support in the industry.

  • Delivering On Our Promises
  • Drive Customer Success
  • Prioritise Effectively
  • Search Out Repeat Issues
  • Fix Root Cause
  • Experts In What We Do
  • Professional At All Times
  • Deliver Quality Every Time

Core Responsibilities & Duties

  • Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.
  • To maintain a high degree of customer service for all support queries, inline with our Core values and Goals.
  • To take ownership of user problems and be proactive when dealing with clients issues.
  • Keep the client up to speed on progress with regular feedback on tickets.
  • To log all tickets accurately and with enough detail to allow others to follow on the ticket actions.
  • To assist customers in developing their knowledge in the use of the use of Connex systems by providing training, advice and sharing KBAs

Qualifications & Experience

Key skills/attributes should include:

  • Previous experience in customer support is not necessary. Full training will be provided. We are looking for individuals with the below qualities:
  • Excellent telephone manners and communication skills.
  • Enthusiasm to learn and potential to grow with the company.
  • Troubleshooting skills to identify root cause of issues.
  • The right attitude to do the right thing for our clients.

To apply for this role, submit your CV and any relevant personal information to lewis.bickerton@connexone.co.uk

As a reputable employer regulated by the Off Com, ICO & Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and previous employment. This job description should be taken as a general guide and the company reserves the right to update and amend it in keeping with operational requirements, which may change from time to time.

For more information about this vacancy please contact Skills City Runway on - (Ref ID: 241908)

Company website : https://software.connexone.co.uk/

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