Customer Support Technical Specialist

Purpose of the Role:

To work as part of the Tier 2 team within the Operations – Telephony and Tech Support department. Providing telephone support to our customers, using the available remote tools to ensure that our customers’ telecommunication systems are maintained and rectifying any faults in a professional and timely manner.

Key responsibilities

• Provide telephone support to our customers to resolve their fault or enquiry, with the aim of providing a solution at “first touch”.

• Maintain a high standard of customer service by ensuring customers are kept up to date with the progress of their fault or enquiry.

• Use remote troubleshooting tools to diagnose and resolve technical hardware and software issues.

• Use remote software and online portals to amend customers’ telephony configurations, according to their requirements.

• Install, update and maintain relevant software and systems.

• Use available broadband diagnostic tools to identify and resolve broadband faults.

• Report 3rd party faults to the relevant supplier or carrier, then liaise with them to ensure a satisfactory resolution.

• Log any customer interaction accurately on our database.

• Ensure all admin is kept up to date with detailed information on our database.

• Undertake active training on any current systems and services, as well as all new products we provide.

• Support and mentor any new staff working with you.

• Identify and escalate situations requiring urgent attention to the relevant escalation team.

• Stay current with product information, changes and updates.

Experience, Knowledge & Expertise – Essential Experience

• Strong knowledge of VOIP and networking including; routers, switches, and IP addresses.

• Strong communication skills • Strong organizational skills

• Experience in customer service • Able to thrive in a fast-paced environment