Level 1 Support Agent

Job Description

The Role 

We’re looking for a proactive and technically capable Level 1 Support Agent to be the go-to problem solver for our customers and internal teams. 

You’ll be the first point of contact for resolving platform issues, system queries, and user concerns — helping ensure a seamless experience across FlowLogic and related systems. You’ll also work closely with other teams to troubleshoot, log, and escalate issues as needed. 

Key Responsibilities: 

• Deliver a high standard of customer service by responding to internal and external queries with professionalism, clarity, and care. 
• Log, track, and manage service requests using Helpdesk systems. 
• Research and resolve user issues by utilising available resources and documentation. 
• Troubleshoot hardware, software, and system issues both remotely and onsite. 
• Provide support for onboarding, user training, and the ongoing use of supported platforms. 
• Escalate complex issues as needed and collaborate with internal teams to ensure effective resolution. 
• Maintain accurate documentation and contribute to a culture of continuous improvement. 
• Assist with system administration tasks as needed. 
• Efficiently answering incoming phone calls, triaging enquiries, and prioritising tasks based on urgency and impact. 

Essential Criteria 

You’re a strong communicator and solutions-focused thinker who thrives on helping others, resolving issues, and delivering exceptional support. You’ll also bring: 

• Working knowledge of PCs, software systems, and remote troubleshooting tools. 
• Familiarity with FlowLogic software (or ability to learn quickly). 
• Strong customer service orientation, with a calm and confident phone/email manner. 
• Ability to manage competing priorities and stay organised in a dynamic environment. 
• Excellent listening and communication skills and – written and verbal. 

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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