1st -2nd Line Support

4 days ago

Surrey, United Kingdom Reed Technology Full time

1st-2nd Line Support Advisor

  • Salary: Competitive
  • Location: Operations Department, Global Customer Support Centre
  • Job Type: Full-time, 24/7 support with 12-hour shifts (days and nights)

We are looking for a proactive 1st -2nd Support Advisor to join our clints Global Customer Support Desk. You will be delivering first and second line technical support on product, service, and billing enquiries for both maritime and land-based customers. This role is ideal for someone who is keen on personal development within a clear growth path and strategy that encourages internal growth.

Day to Day of the role:

  • Respond to customer enquiries promptly, ensuring customer expectations and SLAs are met.
  • Log all calls/emails and maintain Freshdesk and Cruise IP Databases for team clarity.
  • Provide first and second line support for GCSC activity, ensuring continuity and seamless handover between shifts.
  • Assist with monthly customer surveys to ensure service levels are met.
  • Process sales orders for prepaid airtime cards for agreed customers.
  • Manage inbound calls as required and assist in the development of systems to deliver front line support.
  • Proactively monitor GCSC associated infrastructure, investigate alarms, issue outage reports, and resolve service issues.
  • Manage cases through to resolution, escalating to internal and external resolver groups as needed.
  • Pursue technical training and continually update technical expertise, sharing knowledge with colleagues.
  • Make recommendations to improve systems and processes for customer and company benefit.
  • Undertake any other appropriate tasks as delegated by management.

Required Skills & Qualifications:

  • Essential:
    • Customer-facing experience.
    • Computer literacy.
    • Confident and clear telephone manner.
    • Keen commercial awareness with the 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.
    • Technical knowledge of customer equipment or systems such as Inmarsat Satellite Maritime, VSAT equipment, Inmarsat Land Mobile systems, and customer IT networks/systems.
    • Network Operations experience.
    • Ideally a qualification in IT networks/systems, such as Cisco or HP Switches.

Benefits:

  • Competitive salary with a clear path for growth and development.
  • Opportunity to work in a dynamic, innovative environment.
  • Support for continuous learning and technical training.
  • Part of a team that values initiative and dedication to customer satisfaction.

To apply for the 1st- 2nd Line Support position, please submit your CV detailing your relevant experience and why you are interested in this role.

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