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Technical Support Specialist

3 months ago

Barnwood, Gloucestershire, United Kingdom Claranet Full time
Role Overview

The Technical Support Specialist is essential in ensuring that Claranet's clients receive exceptional service and support.

Key Responsibilities
  • Customer Assistance: Delivering support through phone and ticketing systems to address client inquiries and issues.
  • Issue Escalation: Coordinating with various teams to manage escalations, ensuring that clients receive timely and high-quality responses.
  • Supplier Coordination: Engaging with external vendors to guarantee that service disruptions are resolved promptly, adhering to established service level agreements.
  • Collaboration: Working alongside the Service Management team to uphold superior service standards.
  • Project Involvement: Participating as a resource in various project initiatives.
  • Process Improvement: Assisting the Team Manager in enhancing team processes and overall customer experience.
  • Customer Service Excellence: Demonstrating outstanding customer service abilities.
  • Technical Communication: Translating complex technical concepts into easily understandable information for users.
  • IT Knowledge: Maintaining a solid understanding of IT terminology and concepts.
  • Training: Having undergone customer service training to ensure effective client interactions.
About Claranet

Founded during the early days of the internet boom, Claranet has evolved from a UK-based Internet Service Provider to a prominent player in business modernization across multiple countries.

We specialize in implementing innovative technology solutions that address significant business challenges, enabling our clients to achieve substantial improvements in their operational strategies.

Our commitment to investing in our workforce and cutting-edge technologies ensures that our clients benefit from top-tier talent and services.

Employee Benefits

We provide a comprehensive benefits package tailored to individual needs, including:

  • Pension scheme with matching contributions
  • Healthcare and insurance options
  • Dental coverage
  • Discounted gym memberships
  • Access to app-supported benefits
Community Engagement

At Claranet, we value community involvement and support local charities through various initiatives, including:

  • Paid charity leave for employees
  • Annual fundraising events
  • A dedicated committee to assist with employee fundraising efforts
Diversity and Inclusion

As a founding member of TC4RE, we are committed to fostering a diverse and inclusive workforce, addressing the tech talent shortage and promoting equality within the industry.

Conclusion

The Technical Support Specialist plays a vital role in maintaining the connection between Claranet and its clients, ensuring that service requests and incidents are managed efficiently and effectively.