Technical Support Associate

5 days ago

Horsham, West Sussex, United Kingdom Global 4 Communications Limited Full time
Job Description for Technical Support Engineer

Global 4 Communications Limited is committed to delivering exceptional customer service, and we are seeking a highly skilled Technical Support Engineer to join our team.


The successful candidate will be responsible for providing technical support and resolving customer faults in a fast-paced and dynamic environment.


Key Responsibilities:

  • Provide clear and concise communication to customers, setting realistic expectations and next steps.
  • Proven technical knowledge and experience, with the ability to escalate complex faults to senior engineers.
  • Build, configure, and maintain customer solutions to a high standard.
  • Articulate technical information in a way that is easily understood by customers.
  • Hold a strong understanding of line and broadband faults.
  • Deliver outstanding customer service, with the ability to set clear expectations.
  • Demonstrate exceptional attention to detail, with all communication being clear and concise.
  • Proactively liaise between teams to ensure customer resolution.
  • Ensure all work is carried out to a high standard of quality and tested accordingly.
  • Proactively work with programming and divert queues to meet SLAs.
  • Be an ambitious team member, leading by example and providing a positive attitude.
  • Accurately diagnose and resolve customer faults within defined SLAs.
  • Proactively work with programming and divert queues to meet SLAs.

Requirements:

  • Customer-driven, with a proactive approach to exceeding customer expectations.
  • Excellent interpersonal and communication skills.
  • Strong customer conflict skills and a customer-centric approach.
  • Certified in Draytek, with a strong understanding of router configuration.
  • 8x8 qualified UCAS Support Certification.
  • Strong personal interest in IT/Telecoms.
  • Proven experience in customer service.
  • Strong organizational skills and ability to multitask in a fast-paced environment.
  • Aptitude for problem-solving and attention to detail.
  • Warm and open approach to customers, with a natural ability to listen and solve problems.
  • Flexible to the needs of the business.
  • Proactive team player, with experience in a fast-paced environment.
  • Strong Global 4 product knowledge.
  • Natural focus on quality and solution-driven.
  • Minimum of 2 years in a Telecoms Support role.

Global 4 is a company that values diversity, equity, and inclusion, and we are committed to making our organization a place for all individuals, regardless of their background or characteristics.


If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.


Please contact our in-house recruitment team for further details.

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