2nd Line Customer Support Consultant

Reference Number: J11484
Salary: Competitive
Location: Bourne End
Contract Type: Permanent



We’re recruiting on behalf of a UK software company for a 2nd Line Customer Support Consultant to provide outstanding technical help and support to business customers. You’ll be flexible and have a great can-do attitude and a passion for delighting customers, ensuring that they have a positive experience of the company at all times.


  • You’ll assist in analysing customers’ business requirements and application objectives to ensure successful delivery of projects
  • You’ll develop the deliverables (code, test, debug, documentation etc.) as specified, ensuring that the solution provided in in accordance with customer expectations
  • You’ll conduct periodic status checks with customers and teams to assess progress against plans to meet deadlines and budgets
  • You’ll assist with proposal development and post-integration reviews to evaluate the process and identify areas for development
  • You’ll provide outstanding help and support to our customers, investigating, providing fast resolution and responses to their queries
  • You’ll be responsible for technical application and end user support, liaising with technical engineers when necessary to ensure that all problems are resolved
  • You’ll take responsibility for assigned support calls and provide updates to ensure that the customer has a positive experience of working with the company
  • You’ll keep accurate records of discussions and communications and update information in the customer support system so that good communication is maintained
  • You’ll take pride in providing a great customer experience at all times, maximising customer satisfaction and encouraging customer retention and referrals



  • Previous experience of providing second line technical customer support
  • Previous experience working in a customer support role
  • A good knowledge of MS Office applications including MS Outlook
  • Degree level education or equivalent preferred
  • Experience of working in a software application support team
  • A relevant degree (or equivalent) in IT, software development or computer science or other relevant subject


  • A warm and friendly telephone manner and ability to provide accurate and well written responses
  • Excellent planning and organisational skills to successfully co-ordinate a high number of activities, with excellent time management, prioritisation and the ability to remain calm and objective under pressure
  • Exceptional attention to detail
  • Excellent communication skills, good interpersonal skills and an excellent telephone manner
  • Articulate and focused with the ability to influence others
  • Willingness to continuously develop own knowledge and skills and share knowledge with colleagues for the benefit of customers and the organisation

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To find out more about this vacancy please call 01628 627 222