Unified Communications Support AnalystTela Technology • Warrington, England, United Kingdom
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Unified Communications Support Analyst
Tela Technology
- Warrington, England, United Kingdom
- Warrington, England, United Kingdom
About
We are one of the UK's largest independent communication solutions providers, offering our customers a portfolio of Mobile, Unified Communications, Connectivity and IT products & services, UK wide.
We are an ambitious, entrepreneurial and growing business, with offices across the UK.
An opportunity has arisen with our Unified Communications support team, where you'll work as part of a team to support Tela's customers (via phone and email) with their telephony and connectivity queries.
You would be joining a team that puts customers above KPI's; performance is measured through adhering to SLA's combined with delivering an exceptional customer experience.
*Responsibilities:*
* Taking calls on the 1st / 2nd line support team and raising cases on our CRM system
* Managing assigned cases, taking ownership from beginning to end
* Providing support over multiple channels
* Updating customers throughout the case life cycle, ensuring successful resolution
* Liaising with suppliers when an escalation is required
* Working within the parameters of SLA guidelines
* Ensuring all cases are updated via the company CRM
This is a hybrid role, with 3 office based days (Wednesday-Friday) and 2 days working from home. Out of hours support is required as part of a rota, this is carried out remotely.
*Person Specification*
We’re looking for a Unified Communications / Telephony Support Desk Analyst that has previous experience and knowledge of:
* Technical aspects of telecommunications/connectivity, ideally in a business to business support role
* Providing support for traditional telephone lines (WLR), hosted telephony, broadband connections, and leased lines (ethernet)
* Basic IP networking
If you have excellent customer service skills, with a methodical approach to problem-solving and you naturally take ownership of tasks through to resolution then you're a Tela person!
*Rewards & Benefits:*
The successful candidate will receive:
* A starting basic salary between £26K - £30K, dependent on experience (additional payment for out of hours)
* 20 days holiday rising to 25 per years served & an additional day off to celebrate your birthday
* Healthcare plan
* Employee Discount scheme
* Life assurance (after minimum service)
* Private medical care (after minimum service)
_Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation. Please get in touch for a full copy of our Equality and Diversity policy._
Job Types: Full-time, Permanent
Pay: £26,000.00-£30,000.00 per year
Benefits:
* Company events
* Discounted or free food
* Employee discount
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site gym
* On-site parking
* Sick pay
* Store discount
Ability to commute/relocate:
* Warrington WA2 8LT: reliably commute or plan to relocate before starting work (required)
Experience:
* Technical support (telecommunications): 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Warrington WA2 8LT
Languages
- English
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