Technical Support Adviser 1st Line Telco
On-siteManchester, England, United Kingdom or Shoreham-by-Sea, England, United Kingdom
Job Summary
Handle incoming queries via phone, email, portal, and live chat, responding within agreed target times and meeting personal targets. Diagnose, log, and follow through to resolution for cases, including escalations, while keeping customers informed of progress. Manage outstanding cases in line with agreed demarcations and SLAs, reporting issues to suppliers and ensuring timely resolution. Functionally escalate cases to the 2nd line with sufficient SLA remaining and adhere to company quality systems and processes. Actively contribute to best practice and continual service improvement within the team.
Required Qualifications
- Experience in a customer service or support desk environment
- Familiarity with ITSM/CSM Case (ticket) management systems
- Customer service focused with an excellent telephone manner
- Ability to remain calm and composed when dealing with a difficult situation
- Ability to build a reassuring rapport with customers
- Understanding of broadband connectivity and basic router configuration
- Foundational network troubleshooting skills
- A demonstrable ability to follow pre-defined processes
- Adaptability when processes change
- Data gathering and analytical skills
- Target focussed
- Ability to prioritise tasks/escalations to meet deadlines
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