1st Line Customer Support Analyst

We are proud of our award-winning support team that strives to provide exceptional customer service and resolves any issues promptly. As a 1st Line Customer Support Analyst, you will join our team and be responsible for efficiently addressing customer inquiries and providing technical assistance.

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    Job Description

    In this role, you will receive comprehensive training on our Force24 platform. Your primary responsibility will be to respond to customer queries and resolve issues effectively. You will communicate with clients through various channels, including chat, telephone, and our ticketing system. Additionally, you will collaborate with our 2nd/3rd line support teams when necessary to ensure a timely resolution.


    • Provide guidance to existing customers on how to use the Force24 Platform.

    • Respond to incoming requests and issues reported via chat, telephone, or ticketing system.

    • Escalate issues to the 2nd Line support team as required.

    • Liaise with the appropriate account manager to identify opportunities for customer retention and satisfaction.

    Skills & Experience:

    • Previous experience in a 1st line support role is desired.

    • Ability to quickly grasp new technologies.

    • Excellent written and verbal communication skills.

    • Strong customer service skills with a positive attitude.

    • Experience working with ticketing systems/software and/or chat function is desired.

    • Knowledge/understanding of HTML or SQL is desired.