Are you an ambitious and motivated candidate looking to join an expanding IT company based in West Malling.
Our rapidly expanding company offers opportunities for career progression, training and the chance to shape the future of our managed services division.

Package: Salary £16,000pa-£20,000pa, onsite parking, pension, training, bonus scheme, and excellent career progression.

The ideal candidate should have experience resolving complex issues over the phone and have a basic understanding of mobile apps.

The Role:

- Ensure all new tickets received are entered correctly
- Ensure the correct process is followed throughout the lifetime of the ticket and correct status is used throughout
- Responsible for the prioritising of tickets based on their severity and the customers' SLAs
- Ensure the customer has confirmed their satisfaction with the work supplied before marking the ticket as complete
- Be the first point of contact for all incoming phone calls, logging new tickets and updating customers on the progress of ongoing tickets
- Have sufficient 1st line support confidence to be able to answer questions raised on tickets and to ask relevant questions
- Be able to resolve incidents first time on the phone with clients using quick reference guides and technical documents

Personal Attributes:

- Must display a high level of organisational skill whilst under pressure
- Must be assertive and confident when dealing with people both internally and externally
- Must have excellent customer-facing skills and enjoy telephone interaction
- Must have high attention to detail and be able to follow a published procedure consistently
- Demonstrate an ability to multi-task

This is a fantastic opportunity to work for an established and expanding organisation that rewards hard work.