My client is seeking a 1st line Technical Support office to support their clients and to be based in their Leeds office. Responsibilities: • Providing first-line support to varied customer base • Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels • RIPA/IPA request to be dealt with according to the SLA’s • Effective incident ticket queue management and ownership of logged incident tickets • Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms and Colocations • To deal will all S135/999 database requests ensure customers submit details in a timely manner • Assisting the Support Team Manager to communicate service updates and announcements to the customers • Providing first-line support to BWC customers • Managing and responding to customers on the live chat forum • Managing and responding to automated internal alerts • Upkeep of internal IT documentation • Provide OOH cover for all P1 escalations • Coordinating with various internal teams in line with requirements • Any additional duties that may be required • Scheduling and coordination of number porting with customers and other carriers within agreed SLAs Personal skills and characteristics: • Have excellent sales and customer service skills and a track record to prove it. • Preferably have experience in account management, but this is not essential if you can demonstrate great customer service and direct sales experience. • Experience in the tech/telecoms industry (preferred). • Can build rapport and maintain strong relationships. • Are highly organised. • IT literate (Word, Google etc) • 5 GCSEs grades A-C/9-4 or equivalent (including English Language and Maths Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited. Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days, please assume your application has been unsuccessful