1st Line Technical Support Specialist

Job Description

1st Line Technical Support Specialist

£20-23K

Shoeburyness

Permanent

The 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing inbound and outbound calls as well…

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1st Line Technical Support Specialist

£20-23K

Shoeburyness

Permanent

The 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults for resolution, whilst also maintaining accurate records within the CRM system.

Key Responsibilities

• Day to day manning of the Service Desk, covering fixed line queries

• Management and resolution of service tickets across solutions products and services

• Use of remote management solutions to assist with resolving service tickets

• Ensure high levels of customer satisfaction are maintained

• Attend customers sites (where required) to resolve service tickets

• Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s

• Provide regular communication and support to customers via email, telephone and through service tickets

• Use of carrier portals to raise and escalate customers support queries through to completion

• Ensure all customer information is tracked and kept up to date on the company database/system

• Liaise with carriers and suppliers where required

• Support, co-ordinate and maintain relationships with internal teams where required.

• Sharing any specialist skills with other team members so that any agent will know and understand all aspects of support

• Supporting other teams with overflow where required to ensure customers are kept satisfied regardless of product

• Any other duties as required by the line manager commensurate with the position

• Ensuring proactivity in escalating issues both externally and internally to ensure customer

SLAs are met

• Ensure high levels of customer satisfaction are maintained

• Provide regular communication and support to customers via email and telephone to ensure customer expectations are accurately set and managed throughout the duration of any fault

• Prioritising workload in a busy environment (high volume)

Core Competencies

• Customer Service experience and relationship building

• Fault or incident experience

• Technical understanding of Fixed Line and Data Connectivity Solutions

• Good communication and organisational skills

• Excellent attention to detail

• Proficient in Microsoft Office, in particular MS Excel

• Extensive technical knowledge and experience of Customer IT Environments

• Ability to provide advice to non-technically aware customers (either internally or externally)

• Ability to work to deadlines and prioritise workload

• Commitment to further professional and personal development

• Enthusiastic, analytical, creative, innovative and confident

• Reliable, flexible and cooperative

• Ability to liaise with customers in an empathic and technically effective manner

• Data networking experience (desirable)

• Hosted and on-premise systems and SIP experience (desirable)

• MPLS/VPLS/PWAN experience (desirable)

Working Hours

8.30am – 5.00pm Monday to Friday

Job Description

1st Line Technical Support Specialist

£20-23K

Shoeburyness

Permanent

The 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults for resolution, whilst also maintaining accurate records within the CRM system.

Key Responsibilities

• Day to day manning of the Service Desk, covering fixed line queries

• Management and resolution of service tickets across solutions products and services

• Use of remote management solutions to assist with resolving service tickets

• Ensure high levels of customer satisfaction are maintained

• Attend customers sites (where required) to resolve service tickets

• Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s

• Provide regular communication and support to customers via email, telephone and through service tickets

• Use of carrier portals to raise and escalate customers support queries through to completion

• Ensure all customer information is tracked and kept up to date on the company database/system

• Liaise with carriers and suppliers where required

• Support, co-ordinate and maintain relationships with internal teams where required.

• Sharing any specialist skills with other team members so that any agent will know and understand all aspects of support

• Supporting other teams with overflow where required to ensure customers are kept satisfied regardless of product

• Any other duties as required by the line manager commensurate with the position

• Ensuring proactivity in escalating issues both externally and internally to ensure customer

SLAs are met

• Ensure high levels of customer satisfaction are maintained

• Provide regular communication and support to customers via email and telephone to ensure customer expectations are accurately set and managed throughout the duration of any fault

• Prioritising workload in a busy environment (high volume)

Core Competencies

• Customer Service experience and relationship building

• Fault or incident experience

• Technical understanding of Fixed Line and Data Connectivity Solutions

• Good communication and organisational skills

• Excellent attention to detail

• Proficient in Microsoft Office, in particular MS Excel

• Extensive technical knowledge and experience of Customer IT Environments

• Ability to provide advice to non-technically aware customers (either internally or externally)

• Ability to work to deadlines and prioritise workload

• Commitment to further professional and personal development

• Enthusiastic, analytical, creative, innovative and confident

• Reliable, flexible and cooperative

• Ability to liaise with customers in an empathic and technically effective manner

• Data networking experience (desirable)

• Hosted and on-premise systems and SIP experience (desirable)

• MPLS/VPLS/PWAN experience (desirable)

Working Hours

8.30am – 5.00pm Monday to Friday

Job Summary

Location: Shoeburyness
Salary: £20000.00 - £23000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
Date: 11th January 2022

Apply now

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Key Contacts

Kerry Carter

Kerry Carter

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

Apply now

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Job Summary

Location: Shoeburyness
Salary: £20000.00 - £23000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
11th January 2022

Apply now

Share this job: