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Telephony Support Specialist
3 months ago
Job Title: Telephony Support Analyst
Location: Ewloe (initial training period on-site, followed by a hybrid work model)
Salary: £24,000 - £25,000
Contract Type: Permanent
#LI-Hybrid
Role OverviewAn exciting opportunity awaits for individuals passionate about customer service and technology to become part of our Telephony and Connectivity support team in Ewloe. This role involves engaging with esteemed clients and utilizing cutting-edge telephony and connectivity solutions.
As a Support Analyst, you will serve as a vital link between ARO and our clientele. Your primary responsibility will be to ensure that customer inquiries and issues are addressed swiftly and effectively, while consistently delivering exceptional customer service. This position offers numerous opportunities to enhance your skills in various VOIP and Broadband products.
Our team possesses extensive expertise, which will be shared to facilitate your development. Comprehensive training will also be provided by our diverse vendors, making this an excellent opportunity for those looking to expand their technical knowledge and capabilities.
The ideal candidate will have a background in IT or experience in VOIP/Telecoms support. Customer interaction is a key aspect of this role, as you will handle calls and manage cases through our customer portal. Performance metrics such as CSATs and KPIs will be utilized to ensure that ARO maintains its high standards of customer support.
Please note that this is a hybrid role requiring on-site presence 2-3 days a week. Candidates must have the ability to commute to the office independently.
Key Responsibilities- Addressing Customer Inquiries: Respond to customer questions via phone or the Bolt support portal, ensuring prompt and accurate responses.
- Resolving Customer Issues: Tackle and resolve customer challenges professionally and efficiently, utilizing both phone and the Bolt portal for communication.
- Collaboration: Work closely with team members and other departments to guarantee customer satisfaction.
- Record Keeping: Maintain precise records of customer interactions and transactions within the Bolt portal.
- Technical Database Updates: Enhance our technical database with valuable information regarding customers and their services.
- Product Knowledge: Leverage existing knowledge from team members and resources to assist customers and expand your own expertise.
Candidate Profile
Essential QualificationsThe ideal candidate will possess excellent communication skills, a commitment to continuous learning, and outstanding customer experience capabilities.
- Minimum of 2 years' experience in a customer-facing role.
- Dedication to delivering exceptional service to customers.
- Proficiency in standard desktop software applications (e.g., Excel, Word, Outlook).
- A proactive attitude and genuine enthusiasm for customer support.
- Ability to convey information clearly and swiftly.
- Strong time management and prioritization skills.
- Excellent telephone etiquette, with strong written and verbal communication skills, including the ability to manage challenging customer interactions.
Desirable Qualifications
- Previous experience in a technical support role focused on telephony or IT troubleshooting.
- Basic networking knowledge is advantageous but not mandatory.
Benefits Overview
About ARO
With 25 years of experience in Collaboration, Connectivity, Cloud, Infrastructure, and Cyber Security services, ARO has established a strong presence both in the UK and internationally.
As one of the UK's foremost independent IT and communication specialists, our mission is to provide a seamless technology experience for all end users. To achieve this vision, we seek talented, driven individuals to enhance our performance and growth.
Our culture emphasizes effective communication, fun, trust, and collaboration. We have cultivated a modern workplace environment filled with engaged, energetic, and positive individuals whose productivity and well-being enable them to thrive.
In recognition of our efforts, we received the People Insight's Outstanding Workplace Award, which honors organizations that foster positive workplace cultures and respond to employee feedback to drive meaningful change.
Why Choose ARO?
ARO is dedicated to fostering an exceptional employee experience. Our culture, benefits, and commitment to our employees make ARO an outstanding workplace.
We provide a comprehensive range of benefits and incentives, including:
- 'Design Your Life' training and development program.
- Flexible working arrangements.
- Company Pension Scheme with matching contributions.
- Access to a Company Perks portal.
- Private Medical Insurance.
- Life Assurance.
- 25 days of holiday plus bank holidays and holiday trading options.
- Your birthday off, courtesy of ARO.
- Health Club and Wellbeing Scheme.
- ARO Shares after 12 months of employment.
- Employee Assistance Program.
- Technical Training Academy and E-learning opportunities.
If you meet at least 80% of the qualifications outlined, we would be eager to learn more about you.
