First Line Customer Support

Barclay Communications is a leading provider of business communications solutions across the UK and Ireland, with over 27 years of experience helping organisations stay connected through mobile, broadband, VoIP, IT and digital services. Known for our customer-first approach, we combine technical expertise with innovative, tailored solutions that support thousands of businesses across diverse industries. We take pride not only in the quality of our services but also in our people, investing continuously in their development to ensure exceptional customer experiences at every stage.

As a fast-growing, forward-thinking organisation, we are committed to expanding our service offerings, embracing new technologies and strengthening our market presence. Our success is driven by a passionate, dedicated team focused on excellence, collaboration and long-term customer relationships. As we continue to grow, we are seeking a driven First Line Customer Support to join our expanding team in Belfast, offering an exciting opportunity to make a real impact within a dynamic and supportive environment.

Role Overview

We are looking for a motivated and customer-focused individual to join our team in a First Line Customer Support role. While previous experience in telephony or broadband support would be an advantage, it is not essential, and you should be eager to learn, comfortable using technology, and confident communicating with customers by phone and email.

In this role, you will be the first point of contact for customers, helping to resolve queries, troubleshoot issues, and provide excellent service. Full training will be provided, and we are looking for someone who can quickly develop their technical knowledge, work effectively under pressure, and contribute to maintaining high levels of customer satisfaction.

Key Responsibilities

• Provide advanced support for telephony and broadband issues.
• Act as the escalation point for complex faults and system configuration challenges.
• Telephony and Broadband System Maintenance:
• Oversee the maintenance of VOIP and on-premises phone systems, ensuring they operate efficiently and effectively.
• Manage broadband network configurations and resolve any issues related to broadband performance.
• Troubleshooting and Issue Management:
• Identify, troubleshoot, and resolve faults within telephony and broadband systems in line with agreed SLAs.
• Maintain proactive communication with clients to update them on the status of ongoing issues.
• Deliver exceptional customer service by addressing support queries with professionalism and urgency.
• Ensure that all interactions with customers reflect a high level of service and support
• Documentation and Reporting:
• Accurately log all support requests and incidents in the Salesforce system.
• Maintain detailed documentation to facilitate seamless handovers and future reference.
• Billing and Contract Support: Address and resolve customer billing and contract-related queries effectively.
• System Configuration and Setup: Configure routers and perform system builds to support telephony and broadband requirements.
• Coordination with Third Parties: Liaise with third-party vendors and service providers as necessary to resolve issues and implement solutions.
• Process Adherence: Follow internal processes and procedures to ensure consistent and high-quality support delivery.
• Minimum GCSEs, including Maths and English, or equivalent qualifications.
• Excellent communication, interpersonal, and active listening skills.
• Strong organisational skills and the ability to work independently.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Experience with VOIP and on-premises telephony systems, including Gamma, IPECS LG (cloud and on-prem), and NEC.
• Experience in a similar technical support role.

#J-18808-Ljbffr