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1st Line Technical Support

Posted on Jul 11, 2019 by CV-Library

Shoeburyness, Essex, United Kingdom
Information Technology
Immediate Start
£20k - £20k Annual
Full-Time
1st Line Technical Support

Shoeburyness, Essex

Up to £20,000

The 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to customers Solutions. As the first point of contact for customer queries and faults, the 1st Line Technical Support Specialist will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the CRM system.

Duties;

- Day to day manning of the Service Desk covering fixed line queries

- Management and resolution of service tickets across solutions products and services, including but not limited to: - - Wholesale Line Rental & CPS

- - Data Connectivity Solutions including ADSL/FTTC

- - Inbound Services

- - Conferencing Services

- Use of remote management solutions to assist with resolving service tickets

- Ensure high levels of customer satisfaction are maintained

- Attend customers sites (where required) to resolve service tickets

- Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA`s

- Provide regular communication and support to customers via email, telephone and through service tickets

- Use of carrier portals to raise and escalate customers support queries through to completion

- Ensure all customer information is tracked and kept up to date on the company database/system

- Liaise with carriers and suppliers where required

- Support, co-ordinate and maintain relationships with internal teams where required.

- Sharing any specialist skills with other team members so that any agent will know and understand all aspects of support

- Supporting other teams with overflow where required to ensure customers are kept satisfied regardless of product

- Any other duties as required by the line manager commensurate with the position

Reference: 210398229

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