Technical Operations Assistant

1 day left

The People Pod
£20000 - £24000/annum
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
Technical Operations Assistant

Technical Operations Assistant plays a central role in creating and maintaining the day to day operations within the business. Our client is a busy, dynamic B2B Telecoms services company based in Bolton looking for someone to join their Operations and Support team. You will be IT literate and a team player. The job involves handling and managing phone calls and emails from our business customers, logging faults in our help desk software, carrying out moves, adds & changes for customers on the Gamma Horizon hosted portal, liaising with suppliers and engineers and managing orders through to a successful installation.

A key part of the position involves the monthly billing for our customer base for their line rental, call charges and broadband rental. We use the Eclipse billing platform for generating invoices and the direct debit payment application run. (Full on-the-job training is available as required)

Role Responsibilities:

* To process incoming orders with speed, efficiency and liaising with appropriate suppliers for service delivery
* To Provide excellent levels of administration and attention to detail
* Effectively meet their targets and job responsibilities
* Develop and maintain fundamental operational systems and procedures
* Liaising with customers involved with the operational process i.e. orders/faults
* To maintain customer relationships and provide excellent customer service.
* Responsible for providing technical support to voice, data and networking services.
* Dealing with 3rd party suppliers, owning and managing technical escalations
* Answer customer queries quickly and efficiently working to specific SLA
* Perform initial investigations on all fault cases
* Ensure that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems
* Ensure that customers are updated continuously on the status of their issues
* Effective escalation of tickets to the next level
* Ensure complete and clear case documentation
* Proactive technical account management for clients, providing a single point of contact for customers to escalate issue
* Knowledge of Broadband Router Configurations, the Gamma Horizon hosted phone system and would be an advantage
* Knowledge of monthly billing process, Broadband Router Configurations, the Gamma Horizon hosted phone system and would be an advantage.

Essential Experience

* 2 years relevant experience within Telecoms industry.
* Proven experience of telecoms including wholesale line rental, CPS, NGN & integral systems.

Preferred Experience

* Broadband (data connectivity)
* Voice and data networking
* Mobile Network Services