Join Our Team –
We are looking for a motivated and customer-focused individual to join our team in a First Line Customer Support role. While previous experience in telephony or broadband support would be an advantage, it is not essential, and you should be eager to learn, comfortable using technology, and confident communicating with customers by phone and email.
In this role, you will be the first point of contact for customers, helping to resolve queries, troubleshoot issues, and provide excellent service. Full training will be provided, and we are looking for someone who can quickly develop their technical knowledge, work effectively under pressure, and contribute to maintaining high levels of customer satisfaction.
Key Responsibilities
- Provide advanced support for telephony and broadband issues.
- Act as the escalation point for complex faults and system configuration challenges.
- Telephony and Broadband System Maintenance:
- Oversee the maintenance of VOIP and on-premises phone systems, ensuring they operate efficiently and effectively.
- Manage broadband network configurations and resolve any issues related to broadband performance.
- Troubleshooting and Issue Management:
- Identify, troubleshoot, and resolve faults within telephony and broadband systems in line with agreed SLAs.
- Maintain proactive communication with clients to update them on the status of ongoing issues.
- Customer Service Excellence:
- Deliver exceptional customer service by addressing support queries with professionalism and urgency.
- Ensure that all interactions with customers reflect a high level of service and support
- Documentation and Reporting:
- Accurately log all support requests and incidents in the Salesforce system.
- Maintain detailed documentation to facilitate seamless handovers and future reference.
- Billing and Contract Support: Address and resolve customer billing and contract-related queries effectively.
- System Configuration and Setup: Configure routers and perform system builds to support telephony and broadband requirements.
- Coordination with Third Parties: Liaise with third-party vendors and service providers as necessary to resolve issues and implement solutions.
- Process Adherence: Follow internal processes and procedures to ensure consistent and high-quality support delivery.
Essential Criteria
- Minimum GCSEs, including Maths and English, or equivalent qualifications.
- Excellent communication, interpersonal, and active listening skills.
- Strong organisational skills and the ability to work independently.
- Proficiency in Microsoft Outlook, Word, and Excel.
Desirable Criteria
- Experience with VOIP and on-premises telephony systems, including Gamma, IPECS LG (cloud and on-prem), and NEC.
- Experience in a similar technical support role.
We are an equal opportunities Employer. We adhere to all relevant legislation and offer services regardless of age, race, sex, disability or religious belief.
Job Types: Full-time, Permanent
Pay: From £26,500.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Referral programme
Work Location: In person
