1st Level Support Agent

Serve as the first point of contact for customer inquiries across Safety, Training, and Content products. Manage and own structured ticket intake, triage, and prioritisation through Jira Service Management. Ensure all tickets are accurately classified, fully documented, and aligned with defined SLA requirements from initial creation. Resolve known and recurring issues efficiently using approved documentation, standard procedures, and internal knowledge resources. Deliver clear, professional, and customer-focused communication throughout the full Level 1 support lifecycle. Facilitate high-quality escalations by providing advanced support teams with complete, accurate, and actionable case information. Identify Severity 1 and 2 incidents promptly and activate appropriate escalation or emergency response procedures. Monitor SLA response and resolution targets proactively to prevent service breaches. Contribute to a seamless, consistent, and high-quality global Customer Support experience across all product lines. Recognise recurring issues and trends, and actively support continuous improvement of processes, documentation, and product quality. The actual salary depends on your qualification and professional experience.