Faults Advisor

Recruiter
Daisy Communications
Location
Nelson, UK
Salary
Competitive
Posted
13 Sep 2019
Closes
04 Oct 2019
Ref
1229178313
Contract Type
Permanent
Hours
Full Time
Are you looking for an exciting and new opportunity?
We are looking for a candidate to effectively support the customer service teams by handling inbound faults across the product portfolio. Taking full ownership and accountability of customer faults through to a satisfactory resolution, working with external customers, internal customers and 3rd party suppliers.
Job Title: Faults Advisor
Hours of Work: 08:00am to 20:00pm - Four days on, Four days off
Role: Permanent
Location: Nelson
Salary: £19,250 (Including Shift Allowance)
Your responsibilities
* Good understanding of all products and management of faults across the Daisy product portfolio.
* Understanding of the care levels and associated SLAs and setting clear expectations with customers.
* Awareness of SLAs and escalation path if failing to meet these.
* Thorough diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
* Knowledge of supplier portals and logging/updating of faults on the portals.
* Strong communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to both internal and external customers.
* Sound understanding of what is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.
* Ability to establish if a customer has partial, intermittent or total loss of service and prioritise effectively.
* Correctly identify CPS faults and log with the networks.
* Knowledge of NTS faults.
* Good understanding of hosting products and domains.
* Demonstrate a positive outlook and be able to give and receive constructive feedback and lead by example.
* Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.
What are the benefits of working at Daisy?
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort
But working at Daisy is much more than just a fair salary. It's about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.
Our ethos is simple: the more you put in the more you get out.
Here are some of the benefits that we offer...
* 25 days holidays, plus bank holidays, and the option to purchase more!
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married
* Auto enrolment following probation into a salary pension scheme
* Access to exclusive offers on a range of Daisy products
* Up to four weeks' company sick pay over a 12-month rolling period

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