Back to search
My client is seeking a 1st line Technical Support office to support their clients and to be based in their Leeds office.
Responsibilities:
• Providing first-line support to varied customer base• Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels• RIPA/IPA request to be dealt with according to the SLA’s• Effective incident ticket queue management and ownership of logged incident tickets• Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms and Colocations• To deal will all S135/999 database requests ensure customers submit details in a timely manner• Assisting the Support Team Manager to communicate service updates and announcements to the customers• Providing first-line support to BWC customers• Managing and responding to customers on the live chat forum• Managing and responding to automated internal alerts• Upkeep of internal IT documentation• Provide OOH cover for all P1 escalations• Coordinating with various internal teams in line with requirements• Any additional duties that may be required• Scheduling and coordination of number porting with customers and other carriers within agreed SLAs
Personal skills and characteristics:
• Have excellent sales and customer service skills and a track record to prove it.• Preferably have experience in account management, but this is not essential if you can demonstrate great customer service and direct sales experience.• Experience in the tech/telecoms industry (preferred).• Can build rapport and maintain strong relationships.• Are highly organised.• IT literate (Word, Google etc)• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths
Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.
Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days, please assume your application has been unsuccessful.
