1st Line Support
Job Title: 1st Line Support
Location: Northampton
Salary: £23-25k (depending on experience)
Bonus: Annual profit share
Hours: Monday to Friday (no evenings no weekends)
Start Date: ASAP
The Business
Would you like to work for a dynamic and fast paced business with a reputation for excellent customer service and unrivalled career development?
Each customer is at the heart of our business where we strive to design, deliver and support the best possible solution to underpin their business and daily operations.
All of this is supported by industry leading technical specialists, where our services combine the multiple disciplines below with a comprehensive service and high touch account management.
The Role
You will be the first point of contact and responsible for dealing with customer service queries, our culture is focused on customer experience by focusing on 1st time resolution not average talk times. Striving to deliver service excellence at all times. You will be accountable for providing customer support across a wide range of products in telecoms & IT. Within this role you will have a clear development plan that will focus on soft skills as well as product knowledge.
What's in it for You
- Base salary £22-25k
- Profit share annual bonus
- 22 days holiday (extra days leave on birthday)
- NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses)
- Death in Service (3 x salary)
- Discount scheme on entertainment/shopping/leisure activities
- Personal development plan with dedicated self-development time
What will I need to do
- Resolution driven, always striving for a positive response and delivery of options to customer's telecoms and IT constraints.
- A tenacious attitude with a desire to deliver over and above the customers' expectations
- Animated personality, who engages 3rd parties in a professional and proficient manner. Providing assurance that their account is a priority.
- Able to demonstrate a confident and friendly telephone manner
- Confident in liaising with all colleagues to meet the customers' requirements. Demonstrating customer activist behaviour to always deliver service excellence.
- Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation
- Adaptability to continue to deliver service excellence in a fast changing environment. Demonstrable results in manging multiple queries at a time, with attention to detail.
Beneficial experience:
- Familiarity of working within a ticketing platform like Zendesk
- Industry experience within any/all mobile/hosted telephony/connectivity/O365 advantageous
- 2 years' experience in a desk-based Customer Services environment
