Job Title: Telephony Support Analyst
Location: Ewloe (first 3 months on site for training, then hybrid 3 days a week in the office)
Salary: £24,000 - £25,000
Contract type: Permanent
#LI-Hybrid
About the role
Due to an internal promotion, we have an exciting opportunity for someone with a passion for customer service and technology to join our Telephony and Connectivity support team in Ewloe, working with great customers and the latest telephony and connectivity products.
Our Support Analysts act as a link between ARO and our customers. The role is to ensure that customer issues and enquiries are resolved efficiently and promptly, while also providing excellent customer service. This role has plenty of opportunities to upskill on the range of different VOIP and Broadband products we offer.
Our team has a wealth of knowledge which they will share to upskill, training will also be provided by our numerous vendors. It is a great opportunity for someone who wants to develop their existing technical knowledge and abilities.
An ideal candidate would be someone who has either an IT background or has experience in VOIP/Telecoms support. Experience with dealing with customers is the main responsibility of the role, as you will be taking calls and handling cases via our customer portal. CSATs and KPIs will be used to measure performance and ensure that ARO excellent Customer Support standards are achieved.
Please note that this is a Hybrid role with onsite requirement 2 -3 days a week. You must be able to commute to the office and have your own transport.
What you’ll do
* Responding to Customer Enquiries, answering questions via the phone or on the Bolt support portal. Responses provided should be prompt and accurate.
* Resolving Customer Issues, addressing and resolving customer issues in a professional and timely manner, using both the phone and Bolt portal to liaise with the registered Customer contact.
* Collaborating with others, communicating with other team colleagues and departments to ensure customer satisfaction.
* Keep accurate records of customer interactions and transactions in the Bolt portal.
* Update our Technical database with any useful information regarding the customer and their services.
* Product Knowledge, utilizing existing knowledge from existing team members and resources to assist customers and to upskill own knowledgebase.
Requirements
What we are looking for?
Essential
You will be a great communicator, willing to continually learn and have excellent Customer Experience skills,
* 2+ years’ experience in a customer facing role
* Experience with either VOIP or Broadband Support
* Dedicated to providing a brilliant service to our customers
* Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
* A can-do attitude and a real passion for supporting customers
* Ability to communicate information quickly and clearly
* Time management and prioritization skills
* Excellent telephone manner, with strong written and oral communication skills, including handling challenging customers.
Desirable
* Previous experience in a technical support role dealing with telephony or IT troubleshooting
* Basic knowledge of networking is desired but not required.
Benefits
Who are we?
ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.
As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.
In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.
Why Work for ARO?
At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!
We offer a wide range of benefits and incentives to our employees including:
* ‘Design Your Life’ training and development programme
* Flexible working
* Company Pension Scheme and matching contributions
* Company Perks portal
* Private Medical insurance
* Life assurance
* 25 days holiday plus bank holidays plus holiday trading
* Your Birthday off, on us!
* Health Club and Wellbeing Scheme
* ARO Shares after 12 months employment
* Employee Assistance Programme
* Technical Training Academy and E-learning
If even 80% of this matches your experience and attributes, we would be delighted to hear from you.