As a Service Desk Operative / Tier 1 NOC Engineer at FullFibre, you will play a crucial role in providing exceptional customer service and technical support to our clients.
Working alongside an exciting team at our Exeter office, you will be responding to customer tickets raised by our customer service team. This role will accommodate a WORK FROM HOME status. Daily duties will include resolving technical issues by assessing, managing, and delegating tasks to the relevant teams.
This role requires excellent communication skills, a customer-centric mindset, and a strong technical aptitude.
Main Responsibilities
* Technical Troubleshooting: Diagnose and resolve network connectivity issues, equipment malfunctions, and software configuration problems related to FullFibre services, ensuring minimal downtime for customers.
* Incident Management: Log all customer interactions and technical issues in our ticketing system, accurately documenting the description, troubleshooting steps taken, and the final resolution.
* Escalate complex issues to the appropriate teams for further investigation and resolution.
* Continuous Improvement: Contribute to the development and improvement of support processes and documentation.
* Identify recurring issues and collaborate with the technical team to implement preventive measures and service enhancements.
* Collaboration: Work closely with cross-functional teams such as network build, marketing, sales, and field engineering to ensure a seamless customer experience and provide feedback on customer pain points, product improvements, and service enhancements.
* Quality Assurance: Maintain a high level of professionalism, accuracy, and attention to detail in all customer interactions. Conduct follow-up activities to ensure customer satisfaction, gather feedback, and identify areas for improvement.
* Customer Support: Where required, provide first-line support to customers via phone and email, addressing inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner.
The Ideal Candidate
* Associate level networking certification such as a CCNA, JNCIA, or working towards a CCNA/JNCIA desirable.
* Educated in IT, networking, computing, electrical/electronic engineering is advantageous.
* Previous experience in a customer service or technical support role, preferably in the telecommunications industry or a related field.
* Strong technical aptitude with the ability to troubleshoot network connectivity, hardware, and software issues.
* Excellent communication skills with a customer-centric approach.
* Familiarity with ticketing systems (ITSMs), customer relationship management (CRM) tools, and remote support tools.
* Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
* Strong problem-solving skills, attention to detail, and the ability to adapt to changing technologies and processes.
* Basic understanding of full fibre networks, broadband technologies, and associated hardware is advantageous.
Salary: 25 Days Holiday + Bank Holidays and your Birthday off!!
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