Support Specialist

2 weeks ago


Leeds, United Kingdom Lily Communications Full time

**About Us** Join the UK's leading Telecoms and IT provider Lily is the proud recipient of the #1 Best Companies Work For award, headquartered in Leeds. We're on a mission to empower small and medium businesses across the UK with cutting-edge Communications and IT solutions that drive efficiency, reduce costs, and boost revenue. As an award-winning provider and The Home of Digital Transformation, we’re passionate about future-proofing businesses and setting new standards of excellence. At Lily, our core values - _Passion, Performance, and Integrity_ - drive everything we do. If you’re looking for a vibrant workplace that celebrates success, values customer satisfaction, and rewards your achievements, Lily is the perfect place to grow your career. **About the Role** Join our **Telecoms Technical Support Team**, a group of skilled and supportive professionals dedicated to delivering outstanding service. You’ll play a key role in maintaining our "Right First Time" ethos, managing technical queries, resolving faults, and ensuring our clients get the best out of their telecoms solutions. **Key Responsibilities** - Take ownership of fault tickets and ensure timely updates for customers. - Meet team Service Level Agreements (SLAs) while delivering outstanding customer service. - Log and manage support tickets, maintaining detailed and accurate documentation. - Offer guidance, training, and advice to help customers maximize their use of Lily Solutions. - Work collaboratively with senior specialists on complex issues. - Identify and recommend products or services to enhance customer efficiency and cost-effectiveness. - Drive resolutions for technical issues and assist with escalations where necessary. **About You** You’re a problem solver, a team player, and someone who thrives in a fast-paced, innovative environment. With a strong focus on personal growth and a passion for technology, you’ll be eager to learn, adapt, and deliver exceptional results. **Qualifications & Technical Skills** - Familiarity with hosted and on-premise telephony systems (e.g., Horizon, LG Cloud, Teams). - Understanding of standard broadband and Ethernet services. (SoGEA, FTTP) - Basic networking knowledge. **Why Join Lily?** - Be part of a multi-award-winning organization with a clear focus on employee satisfaction and career development. - Work in a collaborative and friendly team environment. - Enjoy opportunities for recognition and growth in a company that values your contributions. Pay: £24,000.00-£25,000.00 per year Additional pay: - Commission pay **Benefits**: - Additional leave - Company events - Company pension - Cycle to work scheme - Free parking - Gym membership - Health & wellbeing programme - Shuttle service provided - Sick pay Schedule: - Monday to Friday - Overtime - Weekend availability **Experience**: - telecoms/ IT support: 2 years (preferred) - remote customer support: 2 years (preferred) Work Location: In person Reference ID: Support Specialist


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