Technical Support

Solve Recruitment Limited
Fareham, UK
27 Aug 2019
26 Sep 2019
Contract Type
Full Time
Our Client is a fast growing and entrepreneurial business, providing Broadband to its large and expanding Customer base. We are excited to be recruiting for a Technical Support Advisor, to join their new Technical Team.

Job Title

Technical Support Advisor

Role purpose

To support the Companies Customers with any technical queries or difficulties and ensure these requests are answered and resolved in a timely fashion. To be responsible for taking incoming calls from customers, making outbound call backs to customers and liaising with our out of hours support team to ensure any issues are resolved. To liaise with external suppliers and keep up to date on technical updates and changes.
  • Internal: Sales teams, Quality Control, Customer Service and Finance
  • External: Existing customers and external suppliers

  • Taking incoming calls and making outbound call back requests
  • Resolving any technical issues for our customers in a timely manner
  • Proactively ensuring a smooth technical transition of all consumer customers

    joining Onestream so the customer never has to chase for an update
  • Providing help and guidance to the Customer Service team
  • Upskilling the wider Customer Service team to assist in answering basic technical

    support questions
  • Liaising with router and wholesale suppliers
  • Answering general customer service queries
  • Ensuring call-backs are made within the criteria set by senior management
  • Completing notes on the Salesforce reporting system for all customer

  • Making suggestions for improvement within the Tech support role

Key Responsibilities

  • Must be aware of market trends and changes in the industry
  • Time management - must be able to prioritise between active clients and back

    office administration
  • Building and managing internal relationships with other teams and departments
  • Must be able to stay calm and positive when dealing with challenging customers

Key Challenges
  • Excellent communication and organisational skills
  • Excellent telephone manner including listening skills
  • Must be able to work well under pressure and remain calm in stressful situations
  • Customer focused and passionate about service
  • A proactive approach
  • Ability to work to strict deadlines and prioritise workload
  • Great business sense and commercially aware of the consequences of decision

    making, striking the right balance between customer service and profit

Core Competencies
  • Strong problem-solving skills
  • Attention to detail and accuracy
  • Technical Knowledge of basic routers, Broadband and Telephone Lines
  • Personable and confident
  • Passionate about providing an excellent service with every customer interaction
  • Driven to go the 'extra mile'
  • Enjoys working with and speaking to people
  • Understands how own role contributes to business objectives and internal

    customer satisfaction
  • Is able to remain calm and work well under pressure
  • Delivers against expectations on or ahead of time
  • Tackles potential problems on own initiative
  • Communicates in an open, candid and consistent manner
  • Is able to work as part of a team

If this is the perfect opportunity for you, please apply via Solve Recruitment.

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