We currently have an exciting opportunity available for a 1st Line Technical Support Specialist to join our Service Delivery Team based in Brentford, London (some fieldwork may be required). You will join us on a full time, permanent basis in return for a competitive salary of £20,000 - £27,000 per annum.
Role & Responsibilities
Our 1st Line Technical Support Specialist is responsible for ensuring the provision of high-quality support services to Solutions customers. As the first point of contact for customer queries and faults, you will be responsible for managing inbound and outbound calls as well as emails to diagnose customer faults to resolution, whilst also maintaining accurate records within the CRM system.
Responsibilities of our 1st Line Technical Support Specialist:
1. Day to day manning of the Service Desk covering fixed-line & Mobile queries
2. Managing and resolving service tickets across solutions products and services
3. Using remote management solutions to assist with resolving service tickets
4. Ensuring high levels of customer satisfaction are maintained
5. Proactively using service boards to ensure workflow is prioritised and in line with customer SLA’s
6. Providing regular communication and support to customers via email, telephone and through service tickets
7. Using carrier portals to raise and...