Technical Support Advisor 1st Line Telco

1 month ago

ShorehambySea, United Kingdom Focus Group Full time

Job Title - Technical Support Adviser 1st Line Telco

Reports to - Service Desk Manager

Department - Operations

Salary - up to £25,000 (DOE)

Location - Shoreham by Sea & Manchester

We are now recruiting for a Technical Support Adviser 1st Line Telco.

In this role, you'll provide a first-class customer service to Focus Group customers through handling of first line service queries, as part of our Product Services team.

Principal Responsibilities

  • Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
  • To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
  • Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
  • Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
  • Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
  • 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.

Requirements

  • Experience in a customer service or support desk environment.
  • Familiarity with ITSM/CSM Case (ticket) management systems.
  • Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
  • Understanding of broadband connectivity and basic router configuration.
  • Foundational network troubleshooting skills.
  • A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
  • Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
  • Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

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