Job Title: 2nd Line Support Engineer or 3rd Line Support Engineer
Location: Bristol
Industry: Telecoms
Salary: £30-40k (depending on experience)
Hours: Monday to Friday (no evenings no weekends)
Start Date: ASAP
The Business
We are working with a telecoms business who is looking for an experienced 2nd or 3rd line support technician who would report directly into head of support.
The Role
You will be the main point of contact and responsible for dealing with customer service queries, their 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 Hosted telecoms, Mobile and leased lines. Within this role you will have a clear development plan that will focus on soft skills as well as product knowledge.
What will I need to do?
Resolution driven, always striving for a positive response and delivery of options to customer's telecoms 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.
Required experience:
Support withing a Telecoms setting.
Experience working on VoiP, Mobile & Data support issues.
familiarity of working within a ticketing platform like Zendesk
Beneficial experience:
Experience working with Gamma hosted telephony.
Experience with Daisy Wholesale Solutions (DWS)
Experience working with EE mobile network.
