Technical Support Operative - Level 1 - 2

Global Technology Solutions Ltd
19000.00 GBP Annual
10 Jul 2018
17 Jul 2018
Contract Type
We are looking for an experienced Technical Support Operative to join a fantastic organisation in Telford.

The role comes with very good benefits, alongside the opportunity for further development!

Key responsibilities of the TSO:
*Telephone support for customers, including logging of issues on internal systems;
*Email support for customers, including logging of issues on internal systems;
*Communicate with 3rd parties including fault logging;
*Collaborate with Line 1 and Line 2 teams to achieve fault resolution;
*To provide support during out of hours as per your contract and when scheduled to maintain the quality of customer service;
*To process all Viper Server administration;
*To diagnose customers problems as methodically and efficiently as possible;
*To conduct domain name administration;
*To ensure customer compliance with acceptable use policy via processing of abuse reports.
*To liaise with other Support Teams and the Systems Department to discuss Technical escalations;
*To make regular courtesy calls to the company's key customers to ensure the service provided to them is maintained at a high standard;
*Taking and replying to Reseller, Viper and End user technical support queries by telephone, fax, email or letter in a prompt and professional manner;
*Provide cover undertaking customer router installs when required;
*Keep up to date with knowledge of the company's service portfolio;
*Liaise with other internal departments over any customer queries/disputes;
*To suggest improvements to management and team leaders in relation to working practices;
*To work within a team and keep a pleasant working environment;
*To continually keep abreast of new procedures and implement when necessary;
*Any other tasks that may occur from day to day within the department.

Knowledge, Skills and experience:

*Experience dealing and working with customers.
*Experience of Windows operating systems
*Broad knowledge of technology / telecoms sector and competitor awareness
*Experience of MAC OS
*6 months experience on service desk or in similar customer facing role.
*Telecoms industry experience
*Experience of dealing with Internet Services including DSL, Domain hosting, email and VoIP
*Telephone and written communication skills at a high standard
*Ability to work effectively under pressure from customers and suppliers
*Able to use MS office packages effectively
*Consistently able to determine the most appropriate method of communication with customer and suppliers

Personal Qualities:
*Able to take in and retain information quickly and accurately
*Highly organised - works well to deadlines
*Tailors information to the audience - i.e. translates technical information to a non-technical audience
*Assertive, but able to remain cool, calm and professional under pressure.
*Passionate about delivering customer service excellence
*Excellent attention to detail
*Have excellent interpersonal skills
*Be self-motivated
*Willing to share thoughts on improvements and process changes
*possess a real drive to deliver to the best possible standard

If you have the outlined skills and experience please apply now!

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Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.