1st line Technical Support

My client is seeking a 1st line Technical Support Officer to support their clients and to be based in their Leeds office.

Responsibilities

1. Providing first-line support to a varied customer base.
2. Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritized in agreed service levels.
3. Handling RIPA/IPA requests according to the SLA’s.
4. Effective incident ticket queue management and ownership of logged incident tickets.
5. Initial customer fault investigation on SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms, and Colocations.
6. Dealing with all S135/999 database requests and ensuring customers submit details promptly.
7. Assisting the Support Team Manager in communicating service updates and announcements to customers.
8. Providing first-line support to BWC customers.
9. Managing and responding to customers on the live chat forum.
10. Managing and responding to automated internal alerts.
11. Maintaining internal IT documentation.
12. Providing Out-Of-Hours (OOH) support for all P1 escalations.
13. Coordinating with internal teams as required.
14. Performing any additional duties as needed.
15. Scheduling and coordinating number porting with customers and carriers within SLAs.

Personal Skills and Characteristics

1. Excellent sales and customer service skills with a proven track record.
2. Experience in account management is preferred but not essential if strong customer service and sales skills are demonstrated.
3. Experience in the tech/telecoms industry is preferred.
4. Ability to build rapport and maintain strong relationships.
5. Highly organized.
6. IT literate (Word, Google, etc.).
7. 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.

Should you have any questions or wish to apply, please contact Clear IT Recruitment Limited.

Please note: Due to the volume of applications, we may be unable to respond to every application directly. If you have not heard from us within 3 working days, please assume your application has been unsuccessful.

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