Telecom Customer Support Representative

4 weeks ago

Eccles, Salford, United Kingdom Focus Group Full time

Job Title - 1st Line Technical Support Specialist - Telecommunications

Reports to - Service Desk Manager

Department - Operations

Salary - Up to £25,000

Location - Manchester

Founded in 2003, we take pride in being one of the UK's premier independent providers of essential business technology solutions.

We are currently seeking a 1st Line Technical Support Specialist - Telecommunications.

In this position, you will deliver exceptional customer service to our clients by addressing first-line service inquiries as part of our Product Services team.

Key Responsibilities

  • Manage incoming inquiries via phone calls, emails, online portals, and live chats. Ensure timely responses within agreed target times while meeting personal performance objectives.
  • Diagnose, log, action, and resolve cases, including escalations, while keeping customers informed of progress.
  • Maintain up-to-date case records, ensuring that all outstanding issues are managed according to established guidelines.
  • Report problems to suppliers, actively pursuing resolutions to ensure timely case closure while keeping customers updated.
  • Ensure cases are handled in accordance with established SLAs and escalate to 2nd line support with adequate SLA time remaining.
  • Contribute to and adhere to the company's quality management systems and processes.
  • Promote best practices and continuous service improvement within the team.

Qualifications

  • Experience in a customer service or support desk environment.
  • Familiarity with ITSM/CSM case management systems.
  • Customer-focused with excellent communication skills. Ability to remain composed in challenging situations and build rapport with clients.
  • Understanding of broadband connectivity and basic router setup.
  • Foundational skills in network troubleshooting.
  • Proven ability to follow established processes and adapt to changes as needed.
  • Strong data gathering and analytical skills to effectively assess issues and take timely action.
  • Target-oriented with the ability to prioritize tasks and escalations to meet deadlines while ensuring high-quality customer service.
  • Accurate numeracy, written communication, and data entry skills.
  • Detail-oriented with a commitment to maintaining clear and accurate records.
  • Technical certifications relevant to IT, Networking, or Telecommunications.

We value potential and a willingness to learn just as much as experience. We operate in a dynamic and growing environment, and if you are passionate about business development and assisting companies in leveraging technology, we encourage you to consider this opportunity.

Benefits:

  • Regular social events in a welcoming and inclusive atmosphere.
  • Attractive bonus and incentive programs.
  • Pension and benefits platform with exclusive discounts.

At Focus Group, you can take pride in your contributions and feel a genuine sense of belonging within the team. We strive to foster an inclusive, collaborative, and rewarding workplace where you are inspired to achieve remarkable outcomes and make a significant impact on our business's future.

We are proud to have established an exceptional work environment where individuals flourish and are recognized for their accomplishments.

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