Customer Support Advisor - (Shifts)
Location: Redruth, Cornwall
Salary: £22,962 + £2500 shift allowance per annum + £1,000 night allowance
Hours: 38.6 hours per week within a shift basis of 11 working hours between 7pm - 10.00am
Shift Pattern: Mondays to Sundays inclusive with one unpaid lunch hour per day. The shift pattern is based on 2 days, 2 nights and then 4 days off.
Security Requirement: Must have lived in the UK for 5 years or longer - security checks
Benefits:
1. Annual bonus based on company and individual performance.
2. Pension matched up to 7.5%.
3. 25 holiday days per year, plus bank holidays.
4. Onsite Gym at the Redhill offices.
5. Free Parking.
A great opportunity for a Graduate or a person with a telecoms background to work as part of this friendly team, providing support on product, service, and billing enquiries.
Responsibilities of the Customer Support Advisor:
1. To respond to customer enquiries quickly and efficiently, ensuring customer expectations and SLA's are met.
2. Ensure each call/email is logged, and databases are maintained for clarity among team members.
3. Provide seamless handover of tasks outstanding on each shift.
4. Assist with monthly customer surveys.
5. Process sales orders for prepaid airtime cards for agreed customers.
6. Manage inbound calls as required by the Shift Supervisor.
7. Assist in the development of systems for front line support and recommend improvements.
8. Investigate alarms, issue outage reports, act on high usage alerts, and resolve service issues.
Candidate Requirements for the Customer Support Advisor:
1. Customer-facing experience.
2. Computer literate.
3. Confident and clear telephone manner.
4. Keen commercial awareness with the ability to work on own initiative and unsupervised.
5. Willingness to continuously learn and support new systems and services.
6. Inmarsat and/or VSAT operational, service or technical experience - desirable.
7. 3G/4G Wireless LTE - desirable.
8. Knowledge of customer IT networks/systems e.g., IP address ranges.
9. Cisco and HP Switches - desirable.
10. Network Operations experience.
11. Ability to achieve SC security clearance - must have lived in the UK for 5 years or longer.
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