We are seeking a proactive and customer-focused 1st Line Support Coordinator to join our support team. This role will involve providing first-line technical support to customers, ensuring quick and effective resolution of issues related to our services. You will be the first point of contact for customers, triaging requests, troubleshooting basic issues, and escalating more complex queries to the Service Providers.
Location: Sheffield Office-based/hybrid (following probationary period)
Hours: Monday to Friday 9.00 - 17.30
What you will be doing:
Act as the first point of contact for customers via phone, email or via our ticketing system, delivering high-quality customer service and technical support.
Log, track, and manage incidents and service requests in line with our SLA’s.
Diagnose and troubleshoot basic telephony and connectivity issues, escalating more complex problems to 2nd line and our Service Providers.
Coordinate with internal teams (e.g., Account Managers, Millgate IT Service Desk, Provisioning teams) to ensure swift resolution of issues.
Carry out in-life change requests in adherence with our terms and conditions.
Maintain detailed documentation of all incidents, solutions, and relevant information to ensure continuity.
Provide regular updates to customers regarding the status of their issues and resolutions.
Assist in maintaining records, creating knowledge base articles and support documentation to improve team and customer service.
Identify patterns in recurring issues and escalate them for further investigation.
Process and inform customers of planned and emergency maintenance notices from our partners.
What we are looking for:
Previous experience in a customer service or helpdesk role, ideally within telecoms or IT.
Excellent verbal and written communication skills.
Strong problem-solving abilities with a focus on customer satisfaction.
Ability to work efficiently under pressure and manage multiple tasks simultaneously.
Familiarity with ticketing systems.
Willingness to engage with customers and Service Partners both on the phone and via email (ticketing systems) in both proactive and a reactive interactions.
Advantages:
A technical interest in Telecommunications and/or IT.
Previous experience in monitoring Service Provider performance against agreed-upon SLA’s and escalating issues where this is not achieved.
The above outlines the main responsibilities and expectations of the 1st Line Support Coordinator role. If you're passionate about customer service and technical support within the telecoms industry, we’d love to hear from you!
REF-(Apply online only)