Role Summary

We are seeking an L1 Support Agent to join our Support team on a 6‑month maternity cover basis. This is a frontline role responsible for delivering high-quality customer support, acting as the first point of contact for customers, and ensuring a positive support experience through clear communication and effective issue handling.

Key Responsibilities

• Handle inbound customer contacts via phone and other support channels
• Log, track, and manage customer issues in the ticketing system
• Perform initial triage and basic troubleshooting of issues
• Communicate clearly with customers, including setting expectations and timelines
• Provide regular updates to customers on ticket progress
• Escalate more complex issues to L2 with clear and accurate information
• Maintain high-quality ticket documentation and attention to detail

Skills & Attributes

• Strong customer empathy and a...