Open roleExternal
Senior Telecoms Support Specialist
- oxford, oxfordshire, OX1 2JA, United Kingdom
- Permanent·Hybrid
- Full time
- £55,000 - £55,000 Per Annum
Job Description
About the Role
Our client is seeking an experienced and customer-focused Senior Telecoms Support Specialist to join their technical support team in Oxford . This role is essential for providing advanced technical assistance and resolving complex issues related to our client's telecommunications products and services. You will act as a point of escalation for challenging customer problems, contributing to customer satisfaction and the continuous improvement of support processes. This hybrid role offers a great blend of direct customer interaction and technical problem-solving within a supportive team environment.
Key Responsibilities
- Provide expert-level technical support for telecommunications systems, networks, and services.
- Investigate, diagnose, and resolve complex customer issues, escalating when necessary to engineering teams.
- Document technical solutions and create knowledge base articles for internal and external use.
- Train and mentor junior support staff, sharing expertise and best practices.
- Analyze support trends and identify potential product or service improvements.
- Liaise with product development and operations teams to resolve recurring issues and enhance customer experience.
Requirements
- Proven experience in a senior technical support role, specifically within the telecommunications industry.
- In-depth knowledge of telecommunications technologies, including VoIP, mobile, and fixed-line services.
- Strong troubleshooting skills and ability to diagnose intricate technical problems.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk) and CRM software.
- Excellent communication, interpersonal, and customer service skills.
- Relevant technical certifications (e.g., CompTIA Network+, CCNA) are advantageous.
Benefits
- Competitive salary and an annual bonus.
- Hybrid working model offering flexibility.
- Comprehensive private medical insurance.
- Generous holiday entitlement.
- Pension scheme.
- Opportunities for continuous learning and professional development.