Customer Support Engineer - Service Desk We have a new client of ours who are a leading player in their commercial space. They are looking for a talented individual who has a background in customer service who can excel as a first point of contact for customers. Purpose of Role: The primary purpose of the Customer Support Engineer is to provide responsive and highly proficient support forthe client's Customer Engagement solutions. As a member of Customer Service, the role is part of a virtual Service Desk and responsible for being the first line of contact for triaging and progressing customer incidents, problems and service requests from report to resolution. The role requires you to work in a technical capacity to resolve issues and mentor customers on their Customer Engagement applications. Key Responsibilities: Acting as the first point of contact for triaging and progressing customer incidents, problems, and service requests from notification to resolution. Working in a technical capacity to diagnose and resolve issues, and mentoring customers on diagnosing issues on their contact centre solutions. Liaising with other resolver groups to ensure adherence to contracted Service Level Agreements (SLAs) and Key Performance Indicator (KPI) targets. Delivering exceptional customer service to ensure a positive customer experience. Skills and K...