Customer Support Advisor

1 month ago

Redruth, United Kingdom CV-Library Full time

Customer Support Advisor – (Shifts)

Redruth, Cornwall

£22,962 + £2500 shift allowance per annum + £1,000 night allowance

38.6 hours per week within a shift basis of 11 working hours between 7pm – 10.00am

Mondays to Sundays inclusive with one unpaid lunch hour per day. The shift pattern is based on

2 days, 2 nights and then 4 days off.

Must have lived here for 5 years on longer – security checks

Benefits

Annual bonus based on company and individual performance.

Pension matched up 7.5%.

25 holiday days per year, plus bank holidays.

Onsite Gym at the Redhill offices.

Free Parking.

A great opportunity for a Graduate or a person with a telecoms background to work as part of this friendly team, providing support on product, service and billing enquiries.

Responsibilities of the Customer Support Advisor:

* To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA’s are met specifically in regard to response and resolution times Ensure each call/email is logged and that Databases are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.

* Provide seamless handover of tasks outstanding on each shift

* Assist with monthly customer surveys

* Process sales orders for prepaid airtime cards for agreed customers

* To manage inbound calls as required by the Shift Supervisor

* To assist in the development of systems to deliver front line support for the company’s customer handling and customer care programmes and make recommendations for improvements.

* Investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related

Candidate requirements for the Customer Support Advisor

* Customer facing experience

* Be computer literate

* Confident and clear telephone manner

* Possess a keen commercial awareness with ability to work on own initiative and unsupervised

* Ability and willingness to continuously learn and support new systems and services

* Inmarsat and/or VSAT operational, service or technical experience - desirable

* 3G/4G Wireless LTE - desirable

* Knowledge of customer IT networks/systems e.g., IP address ranges

* Cisco and HP Switches - desirable

* Network Operations experience

* Ability to be able achieve SC security clearance -you will need to have lived in the UK for 5 years or longer

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