What you'll be doing
1. Highly professional customer service interactions
2. Create and maintain knowledge management
3. Close the loop with escalations and complaints
4. Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
5. Provide SME function for customers and customer solutions
6. Perform technical diagnostics and resolve incidents at first point of contact where possible
7. Train members of the team on new products/services
8. Lead role on products/services, providing high level of technical expertise to customers both internal/external
9. Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
Skills and Experience
10. Excellent communication skills – Verbal/Written
11. Excellent customer service skills
12. Capability to achieve Cisco accreditations - Preferred but not essential
13. Ability to resolve issues in a timely fashion
14. Proactively manage customer interactions and escalate as appropriate
15. Own and resolve of complex customer issues with little management support
16. ISO27001 Awareness
17. Proficient IT Literacy - Good Knowledge of IT technologies
18. Managing complex technical customer issues
19. Experience of service management IT tools
20. ITIL4 Foundation – Preferred
21. Network knowledge and understanding - Desired
22. Jeopardy Management - Desired
23. Strong Problem Solving and Analytical skills
Benefits of joining BT
24. 22 days annual leave (plus bank holidays)
25. Generous pension scheme
26. BT Share Plan
27. Discounted BT products including TV, Broadband and Mobile
28. Flexible working arrangements
29. World-class training and development opportunities