Job Description
Key Duties:
Primary contact for all inbound customer telephone calls and email traffic
Manage faults and requests, in line with relevant third party processes, on behalf of the customer
1st time fix rate/closed first contact achieved in line with service level targets and KPI’s
Provide regular, proactive and timely communication/progress updates to internal and external customers
Own and be fully accountable for all 1st line/incidents/faults/service requests through to final resolution and satisfactory conclusion.
Retain a current knowledge of network products/services as well as manufacturer hardware and support
Responsible for accurate logging and processing of ALL incidents/faults/service requests, within all systems - internal and external
Ensure customer records within CRM are regularly and accurately updated providing a full audit trail of all incidents/faults and service requests.
Job Specification
Key Requirements:
At least 12 months experience of handling tech support issues in some or all of the following fields: VOIP telephony, broadband support, fibre/leased lines services
Have an understanding of IP Networks, basic routing and how they are used to deliver broadband services
An understanding of ADSL, Fibre, home networking and associated broadband technologies
An understanding of Broadband Networking (Copper/Fibre) and Voice (IPBX/VOIP)
Experience of working with Linux Operating Systems and Basic Troubleshooting on network connectivity issues.
LAMP experienced desirable
Experience and understanding of wired and wireless technologies
Minimum engineering degree level education.