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1st Line Support Specialist

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This Warrington organisation who specialise in Data Services is now recruiting for a 1st Line Support Specialist. This is a full-time permanent role that offers hybrid working, you must be local to the Warrington area. The role will involve being the primary point of contact for technical users and liaising directly with clients to resolve any support questions. The role includes managing the solutions database, documenting any fixes, and updating the support database showing common problems and how they were resolved.

Key activities

  • As a support specialist, your key focus will be to provide support and be the first response to any support tickets raised by our customers.
  • Track & manage customer support tickets 
  • Ensure all tickets are clearly and accurately logged and that customers are regularly informed of progress throughout the lifetime of the issue or support request.
  • Escalation of tickets through to 2nd line support
  • Work with the development team to assist with ticket resolution.
  • Develop relationships with customers to ensure exceptional customer service is delivered at all times.
  • Facilitate regular calls with customers to review current tickets
  • Create and maintain support documentation & usage reports
  • Keep up to date with product updates and new functions

Skills, Experience and Knowledge

  • Strong interpersonal skills
  • Good organizational skills and attention to detail
  • Natural problem-solving skills
  • Ability to translate technical feedback to an end-user
  • A passion for service/service mindset
  • Some knowledge of working databases
  • Basic skills in Microsoft Office products (outlook, excel, PowerPoint)


  • Knowledge of the following industry sectors, Charities, Catalogues, international mailers
  • Knowledge of working databases, table relationships
  • Basic skills in Microsoft SQL server
  • Knowledge of Apteco Marketing Suite
  • Knowledge of Zoho Projects and Analytics
17 June 2022
Delivery & Transformation
1st Line Support Analyst
Cheshire, Warrington