Customer Support Technical Specialist in Bournemouth

Purpose of the Role: To work as part of the Tier 2 team within the Operations – Telephony and Tech Support department. Providing telephone support to our customers, using the available remote tools to ensure that our customers’ telecommunication systems are maintained and rectifying any faults in a professional and timely manner. Key responsibilities: • Provide telephone support to our customers to resolve their fault or enquiry, with the aim of providing a solution at “first touch”. • Maintain a high standard of customer service by ensuring customers are kept up to date with the progress of their fault or enquiry. • Use remote troubleshooting tools to diagnose and resolve technical hardware and software issues. • Use remote software and online portals to amend customers’ telephony configurations, according to their requirements. • Install, update and maintain relevant software and systems. • Use available broadband diagnostic tools to identify and resolve broadband faults. • Report 3rd party faults to the relevant supplier or carrier, then liaise with them to ensure a satisfactory resolution. • Log any customer interaction accurately on our database. • Ensure all admin is kept up to date with detailed information on our database. • Undertake active training on any current systems and services, as well as all new products we provide. • Support and mentor any new staff working with you. • Identify and escalate situations requiring urgent attention to the relevant escalation team. • Stay current with product information, changes and updates. Experience, Knowledge & Expertise – Essential Experience • Strong knowledge of VOIP and networking including; routers, switches, and IP addresses. • Strong communication skills • Strong organizational skills • Experience in customer service • Able to thrive in a fast-paced environment