Tier 1 Customer Support

JOB TITLE: TIER 1 CUSTOMER SUPPORT

REPORTING STRUCTURE

Head of Global Customer Support & Service

None

PURPOSE OF ROLE

The primary purpose of this role is to own and manage Global Customer Support at Tier-1 level, including triage, coordination, customer communication, SLA discipline, and escalation governance. To act as the frontline control, governance and ownership point for Global Customer Support within the UK & Europe region. Ownership does not transfer on escalation.

KEY RESPONSIBILITIES AND DUTIES

1. Ticket Ownership & Customer Experience

• Own support tickets end-to-end within the Support Portal
• Act as the single, consistent point of contact for customers
• Acknowledge tickets promptly and set clear expectations
• Maintain structured, professional communication throughout the lifecycle
• Ensure all customer communication is captured in the ticketing system

2. Intake, Validation & Triage

• Validate entitlement, product, version, and environment details
• Confirm and adjust priority/severity in line with SLA definitions
• Gather required diagnostic information
• Apply known workarounds where appropriate
• Escalate commercial or out-of-scope requests correctly

The role ensures clarity and progression, not deep code diagnosis.

3. Disciplined Escalation Management

• Escalate to Tier-2 only when Tier-1 resolution is exhausted
• Provide structured evidence when escalating
• Retain ownership during Tier-2 / Tier-3 involvement
• Translate technical findings into clear customer updates
• Prevent premature or emotional escalation

Engineering time is protected through Tier-1 discipline.

4. Global Working & Pass-the-Baton (PTB)

• Participate in structured follow-the-sun handovers
• Prepare tickets for seamless regional transition
• Maintain accurate next-action clarity
• Support continuity without customer disruption

PTB is about continuity, not queue-clearing.

5. Ticket Hygiene & Continuous Improvement

• Maintain accurate categorisation and status
• Prevent ticket stalling or unmanaged backlog
• Capture lessons learned and resolutions
• Contribute to Knowledge Base and Tier-0 self-service improvement
• Continually evolve the Customer Support Knowledge Base

Every ticket should leave the system better than it entered it.

6. Customer Enablement & Coordination (IPS Software Suite)

In support of Pennants IPS software suite within the UK & Europe region, the role may undertake coordination activities to support effective customer onboarding and enablement.

Responsibilities may include:

• Coordinating customer demo and training session scheduling
• Liaising with appropriate internal product specialists or SMEs to support demonstrations and training delivery
• Ensuring customer communication is clear regarding session logistics and expectations
• Tracking follow-up actions arising from demos or training sessions where relevant
• Supporting alignment between customer enablement activity and active support cases where applicable

These activities are coordination-based and do not replace formal product training delivery or product management responsibilities.

Decision Authority Tier-1

The job holder is authorised to:

• Set and correct ticket priority
• Reset unsupported customer-assigned severity
• Require further information before escalation
• Reject requests that bypass agreed workflows

KEY SKILLS

• Strong written and verbal communication skills
• Ability to manage competing priorities with discipline
• Ability to diagnose technical issues methodically
• Clear communication of technical information to non-technical users
• Attention to detail
• Calm handling of customer and internal pressure
• Working knowledge of network security principles

RELEVANT QUALIFICATIONS/EXPERIENCE

• Experience in a customer-facing support or coordination role
• Experience in internal IT support / technician role
• Knowledge of Windows operating systems and networking fundamentals
• Familiarity with Office 365
• Experience with ticketing systems
• Exposure to enterprise or regulated environments desirable
• Familiarity with Pennant IPS software suite (training provided)

PERFORMANCE MEASURES

Tier-1 Performance:

• SLA adherence
• Escalation accuracy
• Ticket progression discipline
• Portal compliance
• Knowledge contribution

OTHER

The role is based in the UK preferably from the Cheltenham office and may involve travel as required. At all times, the job holder is required to represent the Company in a favourable light and comply with Group policies and Company Core Values.

The duties listed above represent the primary and core responsibilities of the role. The job holder may be required to undertake additional reasonable duties consistent with the level and scope of the role, provided such duties do not materially conflict with Tier-1 customer support obligations.

This job description is subject to reasonable change on prior notice.