2nd Line Application Support

Ashford Full Time Up to £28k Hybrid

2nd Line Support

2nd Line Application Support Role

Location: Hybrid, Ashford

Salary: Up to £28k

Do you have experience in 1st or 2nd Line Support and are looking to advance your career?

Are you a strong communicator who thrives in fast-paced environments?

Interested in technology and up for significant challenges?

Would you like to work remotely with only 1 day a week in the office?

This could be the opportunity you’ve been waiting for. In this professional team you will find the ideal setting to progress in your technical career. As a 2nd Line Support Agent, your role is crucial in efficiently managing customer tickets. This involves accurate identification, categorisation, diagnosis, and resolution, all while maintaining clear communication and meeting KPIs.

The role of 2^nd Line is essential in delivering SaaS products to an international client base, ensuring high-quality service delivery 24/7. This means working in shifts to accommodate global operations. The 2^nd line team is key contact for customers, providing expert support on live systems, handling escalations, and tackling various technical challenges like database issues and automation faults.

As a 2nd Line Support Agent, you will:

Handle customer tickets efficiently—identifying, categorising, prioritising, diagnosing, and managing, while providing clear updates and meeting KPIs.
Deliver SaaS products to a global client base, ensuring high-standard support and maintenance in a 24/7 operation.
Engage directly with customers, offer expert support on live systems, and handle escalations and additional technical issues like database troubleshooting and automation failures.

Main Duties:

Monitor and triage support requests via our helpdesk system.
Respond to customer inquiries, ensuring adherence to SLAs.
Collaborate with escalation teams for timely customer support.
Escalate unresolved issues, resolve incidents, and fulfil requests promptly.
Be flexible for shift work and mentor 1st Line Support.

Skills & Requirements:

Previous Technical Support experience – ideally 2^nd line
Experience with support ticketing systems (e.g., Zendesk).
Proven ability in leading customer support and resolving issues swiftly.
Familiarity with diverse support technologies and direct client communication.
Team-oriented mindset, adaptable across time zones, with decision-making skills based on support ticket analysis.
Commitment to excellent customer service and client empathy.

This hybrid role in Ashford is an excellent opportunity for experienced 1st or 2nd Line Support professionals seeking career advancement. The position focuses on efficiently managing customer tickets, requiring skills in identification, categorisation, diagnosis, and resolution, all while ensuring clear communication and meeting KPIs. The successful candidate will be instrumental in delivering SaaS products to an international client base, working in shifts to provide 24/7 service.

Key responsibilities include direct customer support, handling escalations, troubleshooting technical issues, and mentoring 1st Line Support. Ideal candidates should have experience with support ticketing systems like Zendesk, a commitment to outstanding customer service, and the ability to work effectively in a team across time zones. This role offers a unique blend of technical challenges and customer interaction, perfect for those passionate about technology and client support.

Constant Recruitment Ltd

5.0

Based on 22 reviews

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Laura Perez

19:42 01 Mar 23

Constant Recruitment recently helped me secure my new position. Rachel took her time to get to know me as a candidate, asking questions about my experience, skills, and career goals. She provided me with guidance throughout the interview process and kept me updated on the progress of my application, calling and emailing me regularly.I am grateful to Rachel and I will be recommending Constant Recruitment to friends.

Ben McInnes_

11:26 23 Sep 22

My experience with Constant Recruitment was really good, Rachel was very friendly and great at her job. She found me a job only a 5 minute walk from my home, and only took six days from first speaking to her to be offering the job.I would definitely recommend Constant Recruitment and Rachel. Thanks.

Whacko Jacko

16:35 02 Sep 22

The company reached out to me on LinkedIn while I was looking for a new job, and they did not disappoint. My recruiter Rachel was very nice, friendly and supportive with me getting a new job relating to what i wanted to progress in. She had supported me with tips of how to do well in a interview and asked how i got on after the interviews.I am now working in a place that is much better than the one i was previously working at so all i can say is that if you are looking for a new job. Constant Recruitment Ltd is the place to go to.5/5 - Excellent service

Romulo Reis

18:27 01 Sep 22

Constant Recruitment really helped me so much with my job search, Rachel especially was so efficient, helpful and just a great help with any questions I had!She really helped me find the perfect job and helped me along every step of the process. I would definitely recommend their services. I really couldn't have asked for more!Thank you so much for all your help.

Chloe

16:30 19 Jul 22

I would highly recommend Constant Recruitment. Rachel supported me every step of the way, from start to finish. She listened to my requirements for a new job and provided me with regular updates! I had such a pleasant experience and couldn't ask for more!