2nd Line Support

7 months ago


Crawley, United Kingdom CRE Communications Full time

**Company Overview**:
CRE Communications is one of the UK's fastest growing Telecoms companies, experiencing significant growth in the last 18 months. We are looking for a 2nd Line Support Specialist to enhance the operational capabilities of our support team. This position offers an excellent opportunity to deepen your telecoms support expertise in a supportive business environment, with a pathway for those interested in further technical specialisation.

**Key Responsibilities**:

- Troubleshoot and resolve advanced technical problems with telecommunications products and services, including internet connectivity, VOIP phones, and network connectivity (Including Leased Lines).
- Maintain accurate records of customer interactions, technical issues, and resolutions in our ticketing system, with a high level of detail and organisation.
- Collaborate with cross functional teams to escalate and resolve complex technical challenges.
- Contribute to the development and implementation of training programs for support staff, focusing on advanced telecommunications concepts and practices to ensure team proficiency.
- Engage in ongoing personal and professional development to master new technologies and methodologies within the telecommunications field.
- Ensure customer satisfaction by effectively managing expectations, providing timely updates, and resolving issues promptly and efficiently.

**Qualifications and Skills**:

- Demonstrated experience in a telecommunications support role with a strong technical background.
- Advanced technical proficiency with telecommunications systems, particularly with 8x8 (Work and VCC); experience is crucial.
- Exceptional customer service and communication skills, committed to ongoing professional development.
- Skilled in using ticketing systems and support software, with an ability to manage complex technical issues.
- A team player who can efficiently prioritise tasks in a dynamic environment and contribute to team efforts.

**Salary and Benefits**:

- A competitive salary range of £28,000 to £38,000 per annum, depending on experience and technical skills.
- Opportunities for technical specialisation and professional growth within the company.
- Comprehensive benefits package including pension scheme, flexible work arrangements, and more.
- Access to continuous professional development opportunities in telecommunications and related technical fields.
- A dynamic company culture with employee engagement initiatives, wellness programs, and social events.

**Additional Note**:
This job description is an overview of the role and may evolve to meet the changing needs of the business and technology landscape.

**Job Types**: Full-time, Permanent

Pay: £28,000.00-£38,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Enhanced paternity leave
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Experience**:

- Customer service: 1 year (preferred)
- Technical support: 2 years (required)

Work Location: In person


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