1st Line Support Consultant

Location: Rochester, Kent, United Kingdom. Candidates must be eligible to live and work in the UK.

Company

hirify.global operates within Jonas Software, a global provider of enterprise management software serving more than 60,000 customers across over 30 countries.

What you will do

• Log, process, progress, and follow up first-line support calls, including requests received by email.
• Resolve outstanding calls within relevant timeframes while meeting KPIs, SLAs, and quality standards.
• Provide customer-care follow-up and promote relevant products and services.
• Maintain remote-support documentation and customer records in the CRM system.
• Gather customer feedback, identify changing service needs, and recommend improvements.

Requirements

• Eligibility to live and work in the UK.
• Excellent telephone and written communication skills, with the ability to explain issues clearly and simply.
• Logical, analytical, methodical, solution-focused, and able to prioritise and manage multiple tasks.
• Accuracy, attention to detail, strong administrative and organisational skills, and the ability to follow processes and procedures.
• Ability to build rapport with customers and remain patient, tolerant, persistent, resilient, and professional under pressure.
• Ability to work effectively in a team while taking personal responsibility for issues.
• Self-motivated, resourceful, flexible, hardworking, keen to learn, and willing to share knowledge.

Nice to have

• Previous face-to-face or telephone-based customer service experience.
• Understanding of and interest in software or experience in an IT setting; full training is provided.

Culture & Benefits

• Full-time regular position with scheduled weekly hours of 37.5.
• Work within a busy Customer Support department and collaborate as part of a service-focused team.
• Excellent benefits are offered.
• One opening is available.