1st Line Helpdesk Support

Technical Support London, United Kingdom


Position at j2 Cloud Services

The Customer Support & Sales team is a small but key part of the company’s success. At the team’s core is a need to accelerate the protection and growth of revenue, products and services. 


Support is primarily provided via tickets and email. We receive incoming calls from customers wanting to know more about the products via sales.


Purpose of Role:


As a 1st Line Customer Support Agent you will be the first point of contact customers have with Livedrive, so you will be required to present a professional impression of the company at all times. You will work in conjunction with 2nd Line Technical support to ensure that customer support tickets and enquiries are dealt with quickly and efficiently with intricate attention to detail.


Duties & Responsibilities:


  • Prompt 1st response to technical support tickets submitted by customers.
  • Address pre-sales enquires via email
  • Work within predefined service & quality levels. 
  • Escalate issues as required to 2nd & 3rd line support
  • Deliver consistent brand, product and communications standards.


Previous experience:


  • 1 years spent working within technical helpdesk function (Telephone/Written support ticket based)
  • Good customer Service skills (Technical /Sales)
  • Professional telephone manner
  • Used to working under their own initiative
  • Competent with Windows O/S (Desktop & Server) & Mac O/S 10.6.8+
  • Clear passion for technology


Nice to have:

  • Experience with web-based CRM systems
  • Experience /knowledge of cloud storage, online backup, subscription services (a plus)
  • Interest in development/programming or infrastructure operations


Working hours: Shift based, usually 9:00 5:30pm/9:30 – 6pm (Monday-Friday) 5 days/week