1st - 2nd Line Support Advisor
- Job Type: Full-time (4 on 4 off shift pattern, days and nights)
- Location: Redruth, Cornwall
- Salary: £22,962.37 per annum, plus shift allowance of £2,500 and night shift allowance of £1,000
Candidates must have been in the UK for a minimum of 5 years to apply for this role, so they are able to gain clearances
We are on the lookout for a Customer Support Advisor with a flair for technology and a commitment to providing exceptional customer service. This role is perfect for someone who is computer literate, has a confident and clear telephone manner, and possesses a keen commercial awareness. The ideal candidate will be comfortable working independently and have the ability and willingness to continuously learn and support new systems and services.
Day to Day of the Role:
- Respond to customer enquiries with a focus on providing excellent service and meeting SLAs.
- Maintain accurate records in Freshdesk and Cruise IP Databases, ensuring clarity for the team.
- Offer 1st/2nd line support, guaranteeing smooth transitions between shifts.
- Conduct customer satisfaction surveys and process prepaid airtime card orders.
- Proactively monitor GCSC infrastructure, manage service issues, and provide timely reports.
- Resolve cases effectively, escalating to the appropriate resolver groups when necessary.
- Engage in continuous technical training and share knowledge with colleagues.
- Recommend system and process improvements for customer and company benefit.
- Undertake additional tasks as directed by management.
Required Skills & Qualifications:
- Customer-facing experience with a confident and clear telephone manner.
- Computer literacy and the ability to work on one's own initiative and unsupervised.
- A proactive approach to learning and supporting new systems and services.
- Preferred experience with Inmarsat and/or VSAT operational, service, or technical roles.
- In-depth technical knowledge of customer equipment or systems such as Inmarsat Satellite Maritime, Cobham Seatel, Inmarsat Land Mobile systems, Iridium Certus, Thuraya, and 3G/4G Wireless LTE.
- Familiarity with customer IT networks/systems, Cisco and HP Switches, and ideally a qualification in this field.
- Network Operations experience.
Benefits:
- Competitive salary with additional shift and night shift allowances.
- Structured shift pattern supporting work-life balance.
- Opportunities for professional growth and development.
- A supportive team environment focused on knowledge sharing and support.
To apply for the Customer Support Advisor role, please submit your CV and a cover letter detailing your relevant experience, including any technical knowledge and customer-facing skills, as well as your interest in the position.