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Working within the Technical Support team, this role will involve proactive investigation, fault finding, problem-solving, troubleshooting, and resolution of customer support requests via phone, email, chat, WhatsApp and tickets. Client Details Everything about CSL is designed to keep our customers connected, secure and live. Simplicity, service and reliability have been at the heart of everything we do since CSL was founded in 1996. The sectors we work in and applications we connect are at the highest end of critical communications. Critical connectivity can be complex but we make it easy. Our partnerships with all the major Mobile Network Operators, Monitoring Centres and Installers, allows us to deliver complete end-to-end connectivity solutions. Whether it's 4G, IP, xDSL, or FTTC, we have the knowledge, expertise and ability to deliver the best combination for your connectivity requirements Description Handling customer support requests via phone, email, chat, WhatsApp and tickets. The proactive investigation, fault-finding, problem-solving, troubleshooting, and resolution off support requests. Create an audit trail of the support request using our CRM systems. Liaising with mobile network providers. Assisting internal & external teams with their queries. Delivering monthly quality & quantity targets Profile In order to be considered you must have the following: Customer service experience. Fluent English speaking. Excellent communication skills both written and verbal. Ability to understand, diagnose and assist in a busy support environment. 5 GCSEs (or equivalent) at grade A-C including Maths, English and Science. PC literate, including Word, Excel and E-mail. Good organisation skills Desirable Skills & Qualifications: Interest in gaming/technology. Electronic principles - BTEC, ONC, or similar qualification passed or in progress. Experience with mobile telecommunication equipment. Foreign language skills (Dutch/French/Swedish) Job Offer Full technical training and support. Salary is £23,000 £4370 Shift Allowance (Flex Late Shift) Competitive benefits package including 25 days annual leave. (plus 8 bank holidays) Flex late Monday to Sunday between 01:30am to 11pm Remote working after training Training hours will Monday to Friday 08:00 - 17:30 for 3-4 weeks
Main Purpose of Job To provide specialist support for military applications, land and sea based. To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries primarily for the Royal Navy but to also include both maritime and land based commercial customers. To provide 1st /2nd line network operations support including monitoring of our client's VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related. Working within a team with a clear growth path and development strategy that encourages internal growth. Key Tasks To liaise with the internal MoD projects and engineering teams To monitor and respond accordingly to the MoD Escalations email inbox To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times To ensure each call/email is logged and that Microsoft CRM or Freshdesk are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments or the on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion. To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding To assist with monthly customer surveys and reports to ensure that our client's service levels are met. To manage inbound calls as required by the Shift Supervisor To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups To actively pursue technical training and to continually update technical expertise. Training on products and services, sharing this knowledge with shift colleagues. To make recommendations to improve development of systems and processes to the benefit of the customer and company Any other appropriate tasks as delegated by management Dimensions Monday to Friday between the hours of 0800 - 1830, will be on a weekly rotation of either early or late shifts, for example 0800 - 1630 or 1000 - 1830 Experience/Skills/Qualifications Essential: Experience in operating Royal Navy communications systems Customer facing experience Be computer literate Confident and clear telephone manner Possess a keen commercial awareness with ability to work on own initiative and unsupervised Ability and willingness to continuously learn and support new systems and services Preferred: Inmarsat and/or VSAT operational, service or technical experience In depth technical knowledge of at least some of the following customer equipment or systems NAICIS, MNE, SCOT, LC2, IRL Inmarsat Satellite Maritime Customer equipment including T&T Sailor, JRC systems and Intellian FX Cobham Seatel, T&T and Intellian VSAT equipment Inmarsat Land Mobile systems including Nera & T&T (BGans) Iridium Certus, Thuraya 3G/4G Wireless LTE Knowledge of customer IT networks/systems eg IP address ranges Cisco and HP Switches Network Operations experience