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Closing soon
We are looking for ‘out of hours’ Technical Support Advisors to join the existing team and provide 1st line support to customers for telephony, data and network Services. There may also be additional hours during the evenings and overnight. This role would suit students working towards an IT or Technological degree as well as anyone with IT or Telecoms knowledge.
Main Responsibilities
- To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony
- Manage incoming telephone calls and email correspondence from customers
- Identify, investigate, and resolve where possible reported incident
- Record interactions with customers on the companies in house CRM system
- Follow industry and company guidelines in relation to a customer’s contracts
- 100% of all calls to be answered within 30 seconds with an average 15 second pick up time
- All email tickets are to be responded to within 30 minutes, including supplier alerts
Essential Skills
- Worked on a service desk previously
- Customer service focused with an excellent telephone manner
- Can follow process and build a reassuring rapport with customers
- The ability to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved
- To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action
