Technical Support Agent

2 weeks ago

Bath, United Kingdom Gradwell Communications Full time

**Role**

Our Technical Support Agents are responsible for providing technical support with a customer-centric focus. This position will see you take a place within our Technical Support Team.

This role will primarily be focused on servicing our Multi User VoIP, Wave, TeamsDR, Office 365, SIP & IAX Trunk customers to help and resolve their technical issues.

The Platform Support team will operate on an 8-hour shift rotation between the hours of 7 am - 7 pm Monday to Friday.

As a Technical Support Engineer, you will have the willingness to learn and a proactive attitude. A passion for delivering excellent customer service. And a problem-solving attitude. With the ability to investigate, troubleshoot, escalate, and resolve issues in an efficient and professional manner.

**Responsibilities**

**Customer Satisfaction**
- Ensure the delivery of high-quality technical support
- Ensure customer service response is timely and accurate
- Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
- Meeting defined metrics/benchmarks.
- Making sure that standards and processes are followed.

**Processes and Procedures**
- Triage, investigate and resolve technical support requests.
- Coordinate support issues between customers and 3rdparty vendors
- Communicate appropriately internally and to customers
- Establish best practices throughout the entire technical support process
- Drive ticket resolution within predefined service level agreements
- Monitor and manage phone queues
- Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers
- Manage and maintain partner relationships as required

**Communication**
- Follow up with customers as part of the service lifecycle
- Provide customer feedback to the appropriate internal teams (eg Key Account Managers)
- Advise management on situations that may require additional client support or escalation

**Core Skills**
- Experience working in a client-facing service desk environment
- Analysing Information and excellent troubleshooting skills
- Excellent organisational and time management skills.
- Knowledge of Cloud Telephony and Networking infrastructure
- Experience in trouble shooting and configuring Networking and Voice related technologies

**Requirements**:

- Previous work experience as a Technical Support Engineer.
- Knowledge of VoIP is essential.
- Knowledge of Microsoft Teams & Office 365 is an advantage but not essential.
- Knowledge of Wireshark is an advantage but not essential.
- Ability to support multiple user types from non-technical users to IT professionals.
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills

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

**Salary**: From £22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme

Flexible Language Requirement:

- English not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

**Experience**:

- Customer Support: 1 year (preferred)

Work Location: One location

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