Technical Support Operative - Level 1 - 2

Recruiter
Global Technology Solutions Ltd
Location
Shropshire
Salary
19000.00 GBP Annual
Posted
10 Jul 2018
Closes
07 Aug 2018
Contract Type
Permanent
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
Experience
*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
Skills
*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.