Second line customer service support handle queries from first line advisors, and usually require a level of technical expertise in the sector that they work in.
Who can I work for?
Most industries have positions available for second line customer service assistants but there is particularly high demand for them in companies dealing with IT, electrical goods and communications.
Where and when can I work?
The majority of positions are office-based and you will work standard office hours of 9am – 5pm Monday to Friday. Some out of hours work may be required if you are needed to undertake work on site.
What can I earn?
Salary is dependant on the sector you work in and where you are based in the country but you can expect to start on around £20,000.
What are the benefits?
Many organisations will offer a benefits package alongside your salary, such as a pension scheme and healthcare.
Are there chances of promotion?
You can move on to third line customer support, which could see you visiting client and customer premises to work with them directly. You can also progress to team leader and supervisory roles, and eventually into management.
What will I be responsible for?
You will be responsible for handling escalations from customers and the first line team plus liaising with higher-level support and third party partners to deliver effective solutions to customer issues. You might also be responsible for the creation and testing of new products as requested by the product manager, other business areas or external customers.
Do I need any experience?
A background in first line customer support is beneficial as is proven problem-solving skills and, in some industries, technical knowledge. For example, if you are providing support for a computer package it will be essential that you know the product inside out.
What attributes are needed?
You will need to have excellent interpersonal skills and the ability to translate technical information into layman's terms. Excellent problem-solving skills, a tenacious attitude and flexibility is also desirable in this role.