1st Line Customer Support

1st Line Customer Support Job Description Template

Our company is looking for a 1st Line Customer Support to join our team.


  • Ensure best practice of Customer Service and Technical Support to customers;
  • Log customer complaints and escalate to the relevant department;
  • Patience and tenacity, dealing with customers at their level;
  • To manage the workload of assigned faults to the first line team members queue and resolve via best practices;
  • Be the face of the business by taking the bulk of inbound calls;
  • Maintaining the moral of the team to ensure the quality of support delivered to the customers is in keeping with the Company’s operating processes;
  • Attend 1-2-1 agent reviews to further progress knowledge and performance;
  • Drive Performance of the Support team by example by ensuring all cases are cleared in a timely manner.


  • Excellent problem solving skills;
  • 3 years previous experience;
  • Flexibility: may occasionally be required to work evenings/weekends;
  • Ability to perform well under pressure and use initiative;
  • Citrix;
  • Ability to work effectively alone and within your team/group or project, under the appropriate;
  • Excellent communication, customer service skills and attention to detail;
  • supervision;
  • Analysis and troubleshooting skills of all incidents;
  • Highly motivated; willing to continually update knowledge and skill sets;
  • Microsoft Active Directory (to create, amend and disable user accounts);
  • Ability to identify business impacting incidents and escalate according to the escalation process;
  • Microsoft Windows 10;
  • Efficient with good planning skills;
  • Previous legal or professional services experience would be advantageous.