Telecoms Service Desk Co-ordinator

3 months ago

Birmingham, United Kingdom Telecom Central Full time

**About us**

Telecom Central are a telephone and communication services provider to businesses and organisations in Birmingham and across the Midlands.

We are a trusted and experienced telephone systems and communication partner providing cloud telephone systems, telephone support and maintenance, broadband connectivity and business mobiles.

Telecom Central have been installing and managing business telephone systems and communication solutions for over 15 years. We work with a broad client base of SMEs in manufacturing, engineering, logistics and construction industries as well as the education, medical and professional service sectors.

**Roles and Responsibilities**:
Completion of routine duties using portals and systems to support with:

- Provisioning / ordering / ceasing updates to customers.
- Number porting and routing.
- Responding to and resolving any faults that may arise, using diagnostic tools and vendor support.
- Organising Engineers diary
- Improving the support processes and feeding back/communicating with the support teams.
- Working on several tasks at once and prioritising own workload.
- Training new and existing colleagues.
- Managing the customers onboarding journey from the point of sale and receiving contractual documents
- Communicating regular updates on installs, kit arriving on site etc
- Monitoring our inbox for client changes, recording requests for on-hold music and marketing, bank holiday messages, number diverting etc
- Communicating with internal teams to ensure all notes are comprehensive at every stage
- Taking ownership of multiple projects and controlling competing demands to ensure expectations are met
- Working closely with Networks and Lines Administrators on customers transfer processes
- Regular reporting of projects
- Courtesy calls to check in with customers and ensure they are happy with their new telephone and broadband set up
- Responsible for preparing daily project plan, building, monitoring, analysing and daily reporting on Project plans
- Responsible and accountable for regular communication with customers and delivering projects according to required timescales

**Desirable Skills**:

- Great aptitude towards learning and desire to learn new skills.
- Ability to prioritise multiple tasks and objectives.
- Client service oriented with the ability to interact with clients, staff, and management teams.
- Customer empathy and a helpful attitude.
- Ability to explain concepts and detail to the layperson.
- The ability to problem solve in a logical manner in order to rectify customer issues efficiently.
- Good verbal and written business communication skills.
- Ability to work independently, with a high degree of initiative, and within a collaborative team environment.
- Good organisational and time management skills.
- The ability and drive to learn and work with new technologies and products as required.
- Attention to detail and accuracy with strong numeracy and analytical skills.
- Commercial appreciation.
- IT literate.
- Enthusiasm, self-motivation & willingness to operate flexibly.
- Well organised and methodical.
- Understands the need for diligence with reporting and identifies any risk areas.
- Knowledge of the telecommunications industry
- Knowledge of desktop operating systems (Windows).
- Experience within a Customer Services environment or support desk within the tech industry or using technology to serve customers.
- Experience dealing with demanding customers.
- Experience of working within the telecoms industry (not essential).
- Experience of supporting customers with VOIP, Broadband and Data in a Wholesale or Reseller environment (not essential).

**Telecom Central Benefits**:

- Pension scheme with employer contribution
- 20 days’ holiday, plus 8 bank holidays per year
- Free parking
- Afternoon off on your birthday
- Funding for courses and qualifications
- Events and nights out
- A company that will truly care about you

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

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

**Salary**: £23,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Birmingham: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

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