Customer Support Agent
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (61% match) is an eligible occupation, with a going rate of £41,700, and iplicit is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Worth checking: this could also be SOC 7211 (Call and contact centre occupations), which is not on the eligible-occupation list. Ask iplicit what the duties actually are.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
- Manage inbound support tickets (telephone, email and chats), triaging and prioritising accordingly.
- Record and manage all tickets using thecompany's ticketing software
- Keep customers updated as to the progress of open tickets
- Diagnosing, resolving, and triaging technical issues
- Escalating incidents and issues where necessary
- Liaising with internal stakeholders to facilitate swift ticket resolution
- Managing application configuration changes
- Provide systems support to clients and associated companies
- Delivering excellent front-line service to our customers in a professional and courteous manner
- Providing both non-technical and technical support
- Guide our clients in optimising their processes through our best practices
- Raise issues & risks to the product team and Customer Support Manager as necessary
- Collaborate with implementation consultants to help resolve system queries during live implementations
- Learn the capabilities of our software totranslate innovative ideas into solutions
- Keep skills and knowledge levels up to date, including attending training when required
- Continually assess and contribute to service process improvements
- Maintain excellent relationships with:
- Customers
- Team members
- Suppliers and Third-Party Organisations working with the customer
- Identify and provide feedback on potential software improvements around the application design, functionality and UI experience
- Assist with the creation and maintenance of help file documentation and procedures for end users
- Assisting other team members as required
- Attendance, where required, at regular meetings to discuss development progress
- Continually contribute towards the Company knowledge base for the enhancement of Company services provided
- Develop personal knowledge of business/software as required to support the Company’s key activities
- Experience working in a customer support environment
- Experience supporting Finance Software
- Excellent verbal and written communication skills
- Self-motivated with the ability to prioritise, meet deadlines and manage changing priorities
- Confident in assisting clients
- Ability to use own initiative, remain objective and goal-focused under pressure
- Organised, methodical, and conscientious
- Demonstrates stability, reliability,continuity, flexibility, and adaptability
- Collaborative, working across the company to deliver the best possible user experience
- Inclusive – supporting the wider support team, coaching, and mentoring colleagues
- Team player with strong interpersonal skills
- Self-reliant, confident, decisive
- Competent user of MS Office applications, including MS Excel
This description is the source posting as it read when we added it. We are not affiliated with iplicit, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
Similar sponsored roles
See all UK visa jobsNo close matches live right now.
Browse more sponsored jobs at iplicitAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. iplicit holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.