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Technical Support Specialist

2 months ago

Deeside, Flintshire, United Kingdom Reed Full time
About the Role

We are seeking a highly skilled and motivated Technical 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 and technical support to our clients.

Key Responsibilities
  • Customer Service: Deliver an exceptional customer experience while managing customer expectations.
  • Fault Resolution: Handle faults, requests, and enquiries related to Broadband & Hosted Telephony.
  • Issue Resolution: Take full responsibility for issues, ensuring resolution and providing proactive, regular progress updates to customers.
  • Hardware Provisioning: Build and provision VoIP orders for customers.
  • Hardware Installation: Provision and install hardware as needed.
  • Product Training: Conduct product training for customers and provide day-to-day product support.
  • Technical Skills: Navigate 3rd party web portals effectively and learn technical processes quickly.
  • Site Visits: Perform site visits to resolve issues when necessary.
  • Out-of-Hours Support: Optionally provide out-of-hours support to customers on a rota basis.
Requirements
  • Technical Knowledge: Knowledge of network hardware including PCs, switches, routers, and firewalls.
  • Networking Concepts: Understanding of networking concepts such as TCP/IP, DNS, VPNs, and router configuration.
  • Telephony Systems: Familiarity with Hosted/IP Telephony systems and SIP Trunks.
  • Customer Service Skills: Excellent customer service and communication skills.
  • Problem-Solving Skills: Logical approach to problem-solving.
  • Time Management: Ability to work under pressure and within time constraints.
  • Teamwork: Capability to work independently and as part of a team, managing workload and adapting to changing priorities.
Benefits
  • Holiday Allowance: 20 days holiday, increasing by 1 day each year up to a maximum of 30 days.
  • Bank Holidays: Bank holidays in addition to holiday allowance.
  • Pension Scheme: Workplace pension.
  • Performance-Related Bonus: Company and attendance bonus.
  • Long Service Recognition: Long Service Recognition.
  • Employee Assistance Programme: Bupa Employee Assistance Programme.