2nd Line Technical Support Advisor

**2nd Line Technical Support Advisor**

This role will require you to diagnose, log, action and follow through to resolution all faults including escalations. This is an exciting role offering career progression with a well-established organisation.

The 2nd Line Technical Support Advisor would desirably have a degree or relevant professional experience and have a keen interest in Telecomms. If you have commercial experience using Mac OS x, Linux or Android, that would be a

**What the 2nd Line Technical Support Advisor role entails**:
Some of the main duties of the 2nd Line Technical Support Advisor will include:

- To provide 2nd line support to customers with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical and hosted telephone systems such as Horizon and LG.
- Be an escalation point for 1st line support staff.
- Provide training and shadowing to other support staff within Service Operations.
- To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up.
- To understand and confidently interact with the Openreach network and services
- Answer the phone within the agreed target time, in relation to an overflow of 1st Line calls
- To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
- To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
- To adhere and contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
- Contributing to the success of the service operations department and the company.

**What experience you need to be the successful 2nd Line Technical Support Advisor**:

- Customer service focused with an excellent telephone manner.
- A demonstrable ability to follow process and build a reassuring rapport with customers.
- The ability to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved.
- To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
- Target focused, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times.
- Accurate numeracy, written and data entry skills.
- An analytical and methodical problem solver.
- An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
- Solid experience in reporting issues to suppliers, chasing and doing all that is possible to ensure incidents are resolved in a timely manner and that the customer is kept informed.
- A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, coordinated and pro-active.
- Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.
- A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient andcohesive team effort.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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