Technical Support Specialist

5 days ago

Deeside, Flintshire, United Kingdom Reed Full time
Job Title: Tech Support Specialist

We are seeking a skilled Tech Support Specialist to join our team at Reed. As a key member of our support team, you will be responsible for providing exceptional customer service, resolving technical issues, and ensuring seamless product support.

Key Responsibilities:
  • Deliver outstanding customer service while managing customer expectations.
  • Handle faults, requests, and enquiries related to Broadband & Hosted Telephony.
  • Take ownership of issues, ensuring resolution and providing regular progress updates to customers.
  • Build and provision VoIP orders for customers.
  • Provision and install hardware as needed.
  • Conduct product training for customers and provide day-to-day product support.
  • Navigate 3rd party web portals effectively and learn technical processes quickly.
  • Perform site visits to resolve issues when necessary.
Requirements:
  • Knowledge of network hardware including PCs, switches, routers, and firewalls.
  • Understanding of networking concepts such as TCP/IP, DNS, VPNs, and router configuration.
  • Familiarity with Hosted/IP Telephony systems and SIP Trunks.
  • Excellent customer service and communication skills.
  • Positive attitude and effective time management skills.
  • Logical approach to problem-solving.
  • Ability to work under pressure and within time constraints.
  • Capability to work independently and as part of a team, managing workload and adapting to changing priorities.
Benefits:
  • 20 days holiday, increasing by 1 day each year up to a maximum of 30 days.
  • Bank holidays in addition to holiday allowance.
  • Workplace pension.
  • Company and attendance bonus.
  • Long Service Recognition.
  • Bupa Employee Assistance Programme.

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