Technical Support Agent
Location: Basingstoke
Salary: £28,000 – £30,000
My client is a dynamic and fast-paced telecommunications business looking for a Technical Support Agent to join their team. You will join a Service Assurance Team where comprehensive training and support will be provided. You will be working alongside a focused and driven team keen to enable your success. You will triage and support all customers reporting issues, assisting in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients.
Key Responsibilities
1. Ensure all faults are dealt with efficiently and that the fault is triaged, reported, and resolved within SLA.
2. Collate all fault information to aid quick resolution while maintaining a process-driven work environment.
3. Accurately triage tickets and pass to the relevant team for those not resolved by the Service Assurance team.
4. Liaise with Group Networks and other surrounding support teams to drive fault resolution.
5. Co-ordinate internal/external resources and enable continuation of the customer's service via utilization of value-add products.
6. Ensure constant improvement of customer experience and Service Assurance knowledge.
7. Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
8. Develop, implement, and maintain procedures of best practices and standards.
9. Understand analysis reports and team analysis.
10. Identify own training requirements.
11. Maximize efficiency.
Skills & Experience
1. Positive can-do attitude
2. Proven problem-solving attitude
3. Excellent communication skills, both written and verbal
4. Strong customer service skills
5. High level of attention to detail
6. Strong organizational and decision-making skills
7. Ability to work independently and as part of a team
8. Interest in Technology & Innovation
9. IT Literate
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