Junior Telecom Executive

6 months ago

Leeds, United Kingdom Lily Communications Full time

**About Us**:
At Lily, we embody our core values of Passion, Performance, and Integrity. If you're seeking a dynamic and performance-driven environment that places equal importance on recognition, reward schemes, and Customer Satisfaction, Lily is an opportunity you won't want to miss. We're a company on the rise - are you ready to join us on our journey?

**About the Department/Team**:
Our Technical Support Team is dedicated to providing top-tier support to clients, addressing a wide array of system faults, changes and installations. Emphasizing a "Right First Time" approach, the team strives to meet client expectations and team SLAs. Reporting directly to the Service Team Leader, you'll be part of a 15-member service desk known for its strong team spirit and friendly environment.

**Responsibilities**:

- Handle technical support queries professionally and efficiently.
- Take ownership of fault tickets, demonstrating a proactive approach to customer issues.
- Meet all SLAs and keep customers updated on incidents under your ownership.
- Maintain a high level of customer service for all support queries, adhering to service management principles and processes.
- Log support requests on the ticketing platform, maintaining comprehensive documentation using relevant fault templates.
- Support customers in using Lily Solutions by offering necessary training and advice.
- Collaborate with 2nd/3rd line engineers on complex service tickets.
- Identify opportunities for customer efficiency and cost savings, promoting new products/services.
- Progress tickets to achieve timely resolution, guiding other lines of support when needed.

**About You**:
We're seeking a dedicated team player and problem solver with a passion for continuous growth. If you have a keen eye for detail, a commitment to excellence, and a desire to expand your knowledge and skills, you're the individual we're looking for.

**Qualifications and Technical Skills**:

- Knowledge of Hosted and On-premise telephony systems (Horizon, LG Cloud, Teams).
- Familiarity with Standard Broadband and Ethernet services (ADSL,FTTC,FTTP, SoGea).
- Understanding of Networking.

Pay: £20,000.00-£23,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- Shuttle service provided
- Sick pay

Schedule:

- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Commission pay

**Experience**:

- customer service: 2 years (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: Junior Telecom Executive - Desk Based

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