The Career Boutique

Horticulture House



OX11 0RN

United Kingdom

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We are an independent, well-established consultancy having operated in Oxford for over 10 years.


We offer a bespoke and innovative service for exceptional companies seeking inspirational individuals to help your organisation flourish.




1st & 2nd Line Support Consultant


Our client is currently looking for an experienced and dedicated 1st & 2nd Line Support Consultant  to join their Support Team.The successful candidate will enjoy a hands-on role in the delivery of first and second-line customer support.As a Support Team member, you will provide timely and efficient support to customers via phone, TeamViewer and/or email. You will be expected to use sound judgment and take decisions for each service request, you will diagnose, identify and apply prioritisation to the cases open to maximise customer satisfaction.


  • To develop and maintain a thorough functional and technical understanding of the company’s products and tools used.
  • Implementation and Support:
  • To reactively & proactively support our customers through case management
  • Troubleshoot customer support cases in a timely manner – meeting and exceeding KPIs
  • Keep clients informed of progression with issues and provide follow up as necessary
  • Promote and maintain a high quality, professional, service-oriented company image among clients
  • Maintaining remote access/support documents and customer records on CRM system
  • Creating and updating training documentation to support enhancement
  • Perform work outside of office hours as required from time to time
  • Other duties as directed by line manager from time to time.



  • Minimum of 2 years’ experience in a customer support role
  • Experience of the metals, engineering, logistics, textiles/garment or similar sectors desirable but not essential (Customer site visits will be provided as part of the induction training)
  • High degree of computer literacy
  • Strong organisational skills
  • Strong written and verbal communication and presentation skills
  • Ability to work in a pressured environment while adhering to customer and project deadlines
  • Simultaneously managing a number of tasks to completion within prescribed timeframes
  • Ability to resolve conflict in a diplomatic and professional manner
  • SQL skills desirable but not essential as training can be provided



  • Passionate about excellent service delivery and customer experience

  • Self-motivated with the ability to work independently

  • Personal focus, dedication and enthusiasm to the task at hand

  • Problem solving skills

  • Flexible “can do” attitude to work with a high attention to detail

  • Strong oral and written communication skills

  • Strong organisation and time management skills

  • Liaise well with other team members and customers

  • Flexibility and adapt to changing workloads.






Sheffield, South Yorkshire