Job Title: Customer Support Advisor
Location: Redruth, Cornwall
Pay Range/details: Competitive
Contract Type: Permanent full time.
Omega has an exciting opportunity with our amazing client for a customer support advisor position. They create industry leading satellite communications and IT management solutions with innovation and customer service at their core, backed by over 50 years of experience in the government and maritime mobility markets.
Key Responsibilities – Customer Support Advisor
To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLAs are met specifically regarding response and resolution times
To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are always maintained, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding
To assist with monthly customer surveys to ensure that NSSL Global service levels are met.
To process sales orders for prepaid airtime cards for agreed customers
To manage inbound calls as required by the Shift Supervisor
To assist in the development of systems to deliver front ...