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Operations

SOUTHAMPTON

FULL TIME

First Line Support Technician

£25,000 - £27,000 per annum (depending on experience)

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First Line Support Technician

(Southampton, UK) Office based

Salary from £25,000 - £27,000 per annum (depending on experience)

At Zappie, we’re not just a telecoms company; we’re a rapidly growing scale-up revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target-driven environment to join our team.

As a First Line Support Technician, you will be the first point of contact for customers seeking technical assistance. You will diagnose, troubleshoot, and resolve basic technical issues, escalating more complex issues to 2nd or 3rd line support teams. Your role will be critical in ensuring smooth day-to-day operations and delivering excellent customer service.

Key Responsibilities:

  • Respond promptly to inbound support requests via phone and email, providing first-line technical assistance.
  • Diagnose and troubleshoot hardware, software, and network-related issues, offering quick solutions or guidance to end users.
  • Provide customers with clear and effective instructions on how to resolve common issues. 
  • Maintain an up-to-date knowledge base to assist in quick issue resolution.
  • Log and track all technical issues in the CRM.
  • Prioritise and manage support requests based on urgency and impact.
  • Escalate unresolved issues to higher-level support teams and ensure proper follow-up.
  • Ensure that all incidents are resolved within agreed service levels (SLAs).
  • Provide excellent customer service by maintaining a friendly, professional, and helpful approach.
  • Ensure timely communication with users to keep them informed about the status of their issues.
  • Perform routine checks and basic system maintenance tasks to ensure optimal performance of hardware and software.
  • Collaborate with colleagues and other departments to ensure effective issue resolution and improve the overall user experience.

Requirements:

  • Previous experience in a technical support or helpdesk role is a plus.
  • Strong understanding of basic support applications (Windows, PBXware, Gamma, Front, Hubspot), 
  • Excellent problem-solving skills and the ability to remain calm under pressure.
  • Strong communication skills with the ability to explain technical issues clearly to non-technical users.
  • Customer focused attitude with a passion for helping others.
  • Basic knowledge of networking & hardware troubleshooting

Our benefits.

At Zappie, we believe in fostering a collaborative and fun working environment where our team can thrive. In addition to a competitive salary, we offer a range of benefits to our emloyees:

Profit share bonuses for all staff
£1,000 learning budget for development of your career
Discounted broadband & SIM Plans
£150 voucher for employee, salesperson and operations person of the month
Your birthday off every year
Excellent location with lots of great restaurants and bars nearby
Outstanding career progression opportunities
£500 refer-a-friend scheme
Charity and CSR programs
Company incentives and events
Apply today
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Bronte Smith

People & HR Coordinator

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