1st Line Support Agent

You will serve as the first contact for technical support queries by phone and Intercom. You will resolve straightforward issues, log and escalate complex incidents, communicate clear next steps, maintain accurate support records, and coordinate smooth handovers with specialist support lines.

Responsibilities

• Handle technical support queries via phone and Intercom
• Diagnose and resolve straightforward technical issues
• Triage, log, and escalate complex issues
• Provide timely and professional customer responses
• Keep customers informed of progress and next steps
• Maintain incident, resolution, and communication records
• Follow support processes and improve procedures
• Coordinate escalated-issue handovers with second- and third-line teams

Requirements

• Problem-solving skills
• Written and verbal communication skills
• Ability to manage multiple tasks and prioritise effectively
• Basic understanding of IT systems, networks, or software support
• Experience with Intercom is a plus
• Service desk or support-environment experience is beneficial