Technical Support Specialist

4 weeks ago

Horsham, West Sussex, United Kingdom Global 4 Communications Limited Full time
Job Title: 1st Line Technical Support

Job Summary:

We are seeking a highly skilled and motivated 1st Line Technical Support professional to join our dynamic team at Global 4 Communications Limited. As a key member of our customer support team, you will be responsible for providing exceptional technical knowledge and support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Provide 1st line technical knowledge and support to customers, escalating complex issues to 2nd and 3rd line engineering support as needed.
  • Ensure all customer communications are clear and concise, setting clear expectations and outlining next steps.
  • Support team workload by taking on ad-hoc tasks and collaborating cross-functionally within the broader business.
  • Liaise between teams to ensure customers receive the quickest resolution possible.
  • Adhere to company work instructions, including accurate logging of information and setting next actions, complying with ISO and GDPR practices.
  • Proactively work programming and divert queues to ensure SLAs are met for all priority levels.
  • Work collaboratively within the team, being proactive in self-development, especially with technical problem-solving.

Requirements:

  • A passion for telecoms and customer support.
  • A natural focus on quality and solution-driven.
  • Customer-driven, proactively seeking to exceed customer expectations.
  • Demonstrable experience of driving quality throughout a team and organisation.
  • Effective handling of customer complaints.
  • Hold strong customer conflict skills and naturally customer-centric.
  • Excellent interpersonal and communication skills.
  • Naturally hands-on and passionate about supporting team workload.
  • Strong organisational skills and ability to multitask in a fast-paced, growing business.
  • An aptitude for problem-solving and strong attention to detail.
  • Established experience within customer service - warm and open approach to customers.
  • Flexible to the needs of the business.
  • Proactive team player, with experience in a fast-paced environment.
  • Strong understanding of configuration of routers.
  • Strong personal interest in IT/Telecoms.

What We Offer:

  • 50% off our Broadband & Utility packages, completely free after two years.
  • £1,000 Refer A Friend Scheme.
  • 33 days holiday allowance including bank holidays.
  • 5 additional days leave granted based upon length of service.
  • £250 Bright Ideas Scheme.
  • Kudos Employee Recognition Scheme - Including Days Out.
  • Buy & Sell holiday allowance scheme.
  • Death in service benefit.
  • Pension scheme.
  • Eye care vouchers.
  • Friday fridge.
  • Paid Charity leave.

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