Customer Support Agent - Tier 1

About the Role

Our client is looking for an approachable and efficient Customer Support Agent - Tier 1 to join their team in Sunderland . This role is ideal for someone who enjoys assisting customers and is adept at handling a variety of inquiries. You will be instrumental in providing initial support, resolving common issues, and escalating more complex problems. This position offers a great entry point into the customer service field with opportunities to grow within a company that values its customers and employees alike. The role involves a mix of office-based and remote work to provide flexibility.

Key Responsibilities

• Answer incoming customer calls, emails, and chat messages in a professional and courteous manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve basic customer issues and complaints effectively.
• Log all customer interactions and resolutions accurately in the support ticketing system.
• Escalate complex or unresolved issues to Tier 2 support or relevant departments.

Requirements

• Previous customer service experience is preferred but not essential.
• Excellent verbal and written communication skills.
• Basic computer literacy and familiarity with helpdesk software .
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help customers.

Benefits

• Competitive hourly wage with potential for overtime.
• Flexible hybrid work schedule combining office and remote days.
• Paid training and ongoing professional development opportunities.
• Employee discount on company products and services.
• A supportive and friendly team atmosphere.