We currently have an exciting opportunity available for a 1st Line Technical Support Specialist to join our Service Delivery Team based in Brentford, London (some fieldwork may be required). You will join us on a full time, permanent basis in return for a competitive salary of £20,000 - £27,000 per annum.
Role & Responsibilities
Our 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, you will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the CRM system.
Responsibilities of our 1st Line Technical Support Specialist:
- Day to day manning of the Service Desk covering fixed-line & Mobile queries
- Managing and resolving service tickets across solutions products and services
- Using remote management solutions to assist with resolving service tickets
- Ensuring high levels of customer satisfaction are maintained
- Proactively using service boards to ensure workflow is prioritised and in line with customer SLA's
- Providing regular communication and support to customers via email, telephone and through service tickets
- Using carrier portals to raise and escalate customers support queries through to completion
- Ensuring all customer information is tracked and kept up to date on the company database/system
- Liaising with carriers and suppliers where required
- Supporting, coordinating and maintaining relationships with internal teams
- Sharing any specialist skills with other team members so that any agent will know and understand all aspects of support
- . Complete unbilled checks and usage reports.
- . Assist with client invoice queries and send out monthly invoices.
What you'll need to succeed as our 1st Line Technical Support Specialist:
- Customer service experience
- Proven record of customer relationship building
- Fault or incident experience
- Technical understanding of Fixed Line and Data Connectivity Solutions
- Good communication and organisational skills
- Experience of supporting customers in line with SLA's
- Proficient in Microsoft office in particular MS Excel
- Extensive technical knowledge and experience of Customer IT Environments
- The ability to provide advice to non-technically aware customers (either internally or externally)
- Adaptability and initiative with a pro-active approach
- Outstanding attention to detail and accuracy
- The ability to liaise with customers in an empathic and technically effective manner