Quality & Technical Advisor (Permanent)

4 weeks ago

Reigate amp Banstead Surrey, United Kingdom Shorterm Group Full time

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.

To liaise with the internal MoD projects and engineering teams

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

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.

Monday to Friday between the hours of (Apply online only), will be on a weekly rotation of either
early or late shifts, for example (Apply online only) or (Apply online only)

Be computer literate
Confident and clear telephone manner
Possess a keen commercial awareness with ability to work on own
Knowledge of customer IT networks/systems eg IP address ranges
Network Operations experience

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