Reveal Media
First Line Support
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Job Title: 1st Line Support
Department: IT
Location: Hybrid
Reports to: Support Team Leader
Contract Type: Permanent / Full-time
Contracted Hours/Days: 37.5 hours / 5 days per week
About Us
At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they're a testament to our commitment to safety, innovation and change. Rooted in the UK, we've become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence now spanning over 40 countries, our mission to make a positive impact continues to gain momentum.
Purpose of the Role
To provide first line support by handling Fault Report Forms and Service Requests submitted via telephone, email and online, and managing them through the appropriate hardware and software support processes in line with agreed SLAs.
To provide support to our UK customers as well as our international partners, working closely with support teams in Europe, US & Asia.
To contribute to Ad hoc projects and regularly provide status update reports to management.
Demonstrate a basic understanding of troubleshooting methodology to increase incident resolution at the 1st line level and ensuring sufficient details are captured/logged before the case is escalated to the 2nd / 3rd line support teams.
Key Responsibilities
The following outlines the principal responsibilities of the role. This list is not exhaustive and may be updated to reflect business needs, provided it remains aligned with the overall purpose of the position.
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Inbound Service Desk Calls
- Be the first point of contact for all inbound customer calls and emails
- Walk customers through the case management process and fulfil customer requests for information.
- Resolve technical issues over the phone wherever possible.
- Log and take ownership of all inbound cases and escalate to the relevant hardware and software support streams
- Utilise excellent customer service skills to keep customers updated on their open cases and exceed customers’ expectations on after-sales care.
Outbound Service Calls
- Respond to all submitted Fault Report Forms.
- Follow up with customers, provide feedback and see problems through to resolution.
- Ensure all fault Repair Forms are responded to within 1 working day of submission.
Case Logging
- Logging of all incoming calls and emails.
- Tracking all Fault Report Forms, including hardware, software and internal IT.
- Escalating service issue to the Support Team Leader.
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Produce Management report which provides a clear view of the volume and support desk trends.
- Arrange RMA collections and returns via company appointed courier.
Continuous Improvement
- Work with Support Team Leader to create, document and maintain knowledge base.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of support procedures, products and services
- Logging of all incoming calls and emails.
Learning and Development
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We encourage continuous professional development and support learning through on-the-job experience, feedback and access to relevant training opportunities. You are expected to take ownership of your development and maintain up-to-date knowledge of sector trends, technology and best practice relevant to your role.
Qualifications, Skills and Experience
Essential
- 1 year Experience in providing external customer support in a support desk/call centre or similar environment.
- Ability to analyse, prioritise and correctly triage service requests.
- Excellent customer service and verbal communication skills.
- Must have a current valid driving licence
- Accuracy/attention to detail.
- Empathetic telephone manner.
- Experience of using call/incident/CRM logging systems i.e. Salesforce.com.
- Good appreciation of and interest in technology.
- Competent Excel user.
- Good standard of education.
- Working knowledge of helpdesk software, databases and remote control.
- ITIL Foundation
- DBS Clearance
- NVPP3 With SC Cleared Police Vetting
- Strong communication and interpersonal skills, with the ability to build effective working relationships.
- Demonstrates a growth mindset, with adaptability, curiosity and a commitment to continuous improvement.
- Strong emotional intelligence, including self-awareness, empathy and sound judgement.
Desirable
- An IT-related qualification i.e. computer science/engineering degree or equivalent.
- ITIL Certification
Key Metrics for Success
The key metrics to be successful in this role are:
- Ticket closure rate
- Customer NPS Score
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