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- Tasks: Provide 2nd line technical support for healthcare customers using hosted telephony solutions.
- Company: Focus Group is a leading telecoms provider known for its supportive and inclusive culture.
- Benefits: Enjoy a collaborative environment, recognition for achievements, and the chance to make a real impact.
- Why this job: Join a team that values your contributions and celebrates success while shaping security strategies.
- Qualifications: Experience in telecoms technical support, preferably in the healthcare sector, with strong customer service skills.
- Other info: Work Monday to Friday, 09:00 – 17:30, in a role that offers growth and development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Job Purpose
In this role, you’ll deliver exceptional 2nd line technical support to healthcare customers using hosted telephony and contact centre solutions. You’ll play a key part in maintaining and improving the service experience for our Hosted Health clients, resolving escalated queries from 1st line, and ensuring cases are managed to resolution within SLA.
Key Responsibilities
- Handle cases functionally escalated from 1st line, ensuring these are assigned, prioritised, and resolved efficiently.
- Provide technical support for Hosted Health customers, diagnosing and resolving hosted voice issues for healthcare sector customers.
- Investigate and resolve issues that cannot be fixed remotely, arranging site visits where necessary.
- Ensure accurate logging, updates, and closure of cases, keeping customers informed at every stage.
- Proactively make outbound calls to progress cases and avoid unnecessary delays.
- Work closely with suppliers to escalate and resolve service-impacting issues, maintaining strong communication with the customer.
- Configure hosted telephony systems and carry out changes in line with customer requirements.
- Support service adoption and optimisation for healthcare customers using hosted voice solutions.
- Monday to Friday, 09:00 – 17:30
Skills & Experience
- Essential: Experience in a customer-facing telecoms technical support role (not general IT support).
- Strong working knowledge of Gamma Horizon; Horizon Contact experience highly desirable.
- Preferably experience supporting healthcare sector customers in a technical capacity (telecoms/PBX hosted voice).
- Understanding of on-premises phone systems and PBX basics.
- Strong customer service skills with the ability to translate technical information clearly and effectively.
- Experience with ITSM/CSM case management tools and incident management processes.
- Able to assess when to escalate to 3rd line to maintain a positive customer experience.
Why Join Focus Group?
At Focus Group, we\’re all about creating an environment where our security professionals can thrive and make a genuine impact on client organizations. Joining us means being part of a supportive, inclusive culture where we celebrate achievements, big and small. We value every individual\’s contribution and believe that together, we can help our clients build truly resilient security programs.
If you\’re ready to take on a challenging and rewarding role that allows you to shape security strategy at the highest levels, we\’d love to hear from you. Let\’s build something special together.
Benefits:
At Focus Group, you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve brilliant things and make a real difference to the future of our business.
We\’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We\’re delighted to have been named one of the UK\’s Best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London and the South East, recognising our commitment to culture and ESG.
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Technical Support Advisor -2nd line employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor -2nd line
✨Tip Number 1
Familiarise yourself with Gamma Horizon and Horizon Contact, as these are crucial for the role. Consider taking online courses or tutorials to deepen your understanding of these systems, which will help you stand out during interviews.
✨Tip Number 2
Highlight any previous experience you have in the healthcare sector, especially if it involves telecoms or hosted voice solutions. Be prepared to discuss specific scenarios where you successfully resolved technical issues for healthcare clients.
✨Tip Number 3
Practice explaining complex technical concepts in simple terms. This is essential for a customer-facing role, so consider role-playing with a friend or family member to refine your communication skills.
✨Tip Number 4
Network with professionals in the telecoms and healthcare sectors. Attend relevant webinars or local meetups to make connections that could provide insights into the role and potentially lead to referrals.
We think you need these skills to ace Technical Support Advisor -2nd line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in telecoms technical support, especially any roles where you've worked with hosted voice solutions. Emphasise your customer service skills and any specific knowledge of Gamma Horizon or similar systems.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about providing technical support in the healthcare sector. Mention specific examples of how you've resolved complex issues and improved customer experiences in previous roles.
Showcase Relevant Skills: Clearly outline your understanding of PBX systems and incident management processes. Highlight any experience you have with ITSM/CSM tools, as this will demonstrate your ability to manage cases effectively.
Prepare for Technical Questions: Anticipate technical questions related to hosted telephony and the healthcare sector during the interview process. Be ready to discuss how you would approach diagnosing and resolving common issues that may arise.
How to prepare for a job interview at Focus Group
✨Know Your Technical Stuff
Make sure you brush up on your knowledge of Gamma Horizon and hosted telephony systems. Be prepared to discuss specific technical issues you've resolved in the past, especially those related to the healthcare sector.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, highlight your ability to communicate complex technical information clearly. Share examples of how you've successfully managed customer expectations and resolved escalated queries.
✨Demonstrate Problem-Solving Abilities
Be ready to talk about your approach to diagnosing and resolving technical issues. Discuss any experience you have with ITSM/CSM tools and how you've used them to manage cases effectively.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as an unresolved issue that requires escalation. Think through your responses in advance to show your critical thinking and decision-making skills.
