Support Engineer
Associated Telecom
- Telford, England, United Kingdom
- Telford, England, United Kingdom
Über
* Handling and prioritising tickets related to customer faults and achieving resolutions within agreed SLAs.
* Log, categorise & prioritise customer tickets in line with the relevant ticket banding and type.
* Conduct diagnosis of faults and attempt documented fixes appropriate to the fault where escalated to 2nd line support or 3rd party providers.
* End-to-end problem isolation and troubleshooting of service quality issues.
* Work with customers, internal or external, to resolve issues and ensure they have a positive experience dealing with us.
* Complete assigned daily tasks to ensure optimal network performance and end service for customers.
* Conduct remote installations and be on hand to help train customers where needed.
* Provide any technical support to field sales where complex help is required.
* Provide cover to other areas in the Hosted & Connectivity department where needed
* Resolve any SIP/VoIP faults, call quality issues or routing of traffic
* Able to troubleshoot network and router issues and identify root causses
* Potential in having to assist on site with any faults and identifying root causes of issues
*Person Spec*
*Qualifications/Experience:*
* 1+ years of experience in customer service, telecommunications industry is a plus.
* Strong phone contact handling skills and active listening
* Ability to multi-task, prioritize, and manage time effectively.
* Familiarity with CRM systems
* Outlook 365 knowledge
*Key skills & Attributes:*
* Self-starter with a focus on solving problems and providing solutions
* Solid organisational ability and a high attention to detail
* Customer-centric approach to service delivery
* Consistent exercise of independent judgment and discretion in matters of significance
* Good written and verbal communications skills
* Problem solver and solution provider
Job Types: Full-time, Permanent
Pay: £24,500.00-£27,000.00 per year
Benefits:
* Company events
* Company pension
* Gym membership
* On-site parking
* Private medical insurance
* Referral programme
Work Location: In person
Sprachkenntnisse
- English
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