About The Role
Essential Duties and Responsibilities:
1. Ensure that the highest levels of service are delivered to Claranet’s customers
2. Providing telephone and ticketing based customer support
3. Assess the impact and urgency of tickets and gather the appropriate information for the type of request
4. Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
5. Maintain accurate records of activity taken throughout the lifecycle of a ticket
6. Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
7. Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
8. Working closely with Service Management team to maintain excellent service
9. Develop a good understanding and technical expertise across Claranet’s entire product catalogue
10. Resource for project work
11. Support the Team Manager towards continued improvement of team process and customer experience
12. Answer inbound telephone calls
13. Validate contact and ensure security process is adhered to
14. Log all relevant request details, allocating category and prioritisation
15. Provide first-line investigation and diagn...