Customer Support Incident Specialist

1 month ago

Manchester, United Kingdom MECS Communications Ltd Full time
Position: Customer Incident Success Technician - Telecoms

Location: Manchester (Hybrid 3 days office, 2 days home)

Compensation:
  • £27k + 10% Bonus + Benefits, increasing to £29k post-probation.

Work Environment:
  • Telecommunications, Troubleshooting, Analysis, Customer-Centric, Key Performance Indicators, Excel Reporting, Incident Management.


The Customer Success Technician plays a crucial role in assisting partners and clients, ensuring they derive maximum value from their collaboration and meet their objectives through the company's offerings.

Your main duty will be to deliver an outstanding experience for the clients. You will assist partners in resolving their inquiries and technical issues promptly and thoughtfully across various communication channels.


Key Responsibilities:
  • Serve as a primary contact for client inquiries through established live communication channels, addressing complex issues and identifying solutions with an emphasis on first-contact resolution through teamwork.
  • Thoroughly comprehend the goals of our clients and partners regarding the products and services, facilitating the implementation of new deployments by promoting best practices, expert knowledge, and self-service options.
  • Provide valuable insights into client challenges, contributing to Customer Success Leads/Value Stream to foster service enhancements.
  • As a product authority, you will possess extensive technical knowledge and expertise of products to support and enhance the ongoing education of our teams and clients.
  • Identify and communicate opportunities for the business to develop initiatives that will optimize existing service processes, tools, or systems.
  • Enhance customer satisfaction and value through a customer-first approach, minimizing customer effort at all times.

Required Experience and Skills:
  • Exceptional customer success/service capabilities.
  • Previous experience with Telecommunications Products is advantageous.
  • Strong analytical and problem-solving abilities with a proven track record of delivering effective solutions.
  • Persistence in identifying the root causes of issues and ensuring sustainable resolutions.
  • Ability to manage time effectively and work under pressure to meet deadlines.
  • Collaborate effectively with colleagues.
  • Capable of handling multiple tasks simultaneously.
  • Proficient in communicating with diverse stakeholders.

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