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- Tasks: Provide top-notch support for customer incidents and ensure quick resolutions.
- Company: Join the UK's leading independent provider of voice and connectivity services.
- Benefits: Enjoy 25 days holiday, professional development, and exclusive discounts.
- Why this job: Make a real impact by keeping businesses connected and satisfied.
- Qualifications: Strong communication skills and a knack for troubleshooting are essential.
- Other info: Earn bonuses for great customer feedback and enjoy a flexible work environment.
The predicted salary is between 23809 - 26500 £ per year.
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services. We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition.
Location: Nelson, BB9
Salary: £23,809.50 per annum
Hours of Work: Monday - Friday 9:00 - 17:30 (37.5 hours)
What You’ll Be Doing:
- Present a professional, high-level support function for our customers.
- Take full ownership of an incident until resolution.
- Maintain quality and consistency of the customer experience.
- Perform advanced diagnostics to identify the best possible resolution or next-step escalation path.
- Handle incidents across the diverse range of products that Daisy provides.
- Boost earnings with £5 incentives for 5-star Trustpilot reviews while contributing to lead generation.
Specific Responsibilities:
- Good understanding of all products and management of faults across the Daisy product portfolio.
- Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP.
- Understanding of care levels, associated SLAs and setting clear expectations with customers.
- Awareness of SLA breach processes and escalation paths.
- Completing thorough diagnostic checks to establish the root cause of a fault.
- Knowledge of supplier portals and logging/updating of faults on the portals.
- Strong communication skills with the ability to explain things clearly, both verbally and in writing.
- Ability to establish if a customer has partial, intermittent, or total loss of service and prioritise effectively.
- Good understanding of hosting products and domains.
- Understanding of VOIP/SIP technologies with ability to diagnose and progress faults.
- Demonstrate a positive outlook and be able to give/receive constructive feedback.
- Handling complex queries and customer escalations.
Qualifications:
- Excellent organisation skills along with good time management.
- Effective case/ticket management.
- High level accuracy with attention to detail.
- Excellent troubleshooting skills.
- Articulate, personable and a good communicator/team player.
- Ability to handle multiple tasks and prioritise workloads.
- Understand the importance of confidentiality.
- Displays a can-do attitude and have a flexible approach to work.
- Good understanding of networking, TCP/IP, WAN/LAN, WIFI.
- Knowledge/experience of Cisco/Huawei managed solutions is desirable.
- Working towards CCNA or networking qualification desirable.
- Knowledge/experience of VOIP/SIP technologies is desirable.
Benefits:
- 25 days holiday + bank holidays, with an extra day for each year of service (up to 30 days!)
- An extra day off on your birthday or if you’re getting married.
- £500 referral bonus – bring great people, get rewarded!
- Professional development – training and support to help you grow.
- Eye care vouchers and discounted Medicash membership for healthcare savings.
- Sim deals for you and your family/friends.
- Exclusive discounts and savings at over 1,200 retailers.
Ready to take your technical support career further? If you thrive on diagnosing complex faults, understand connectivity technologies like VOIP, FTTP, and Leased Lines, and take pride in delivering clear, confident customer communication, we want to hear from you.
First Line Incident Management Specialist in Nelson employer: Daisy Group™
Contact Detail:
Daisy Group™ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Incident Management Specialist in Nelson
✨Tip Number 1
Get to know the company inside out! Research Daisy's products and services, especially those related to voice and connectivity. This will help you speak their language during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves diagnosing complex faults, try simulating scenarios where you have to identify issues and propose solutions. This will boost your confidence and prepare you for real-life situations.
✨Tip Number 3
Brush up on your communication skills! As a First Line Incident Management Specialist, you'll need to explain technical issues clearly to customers. Practise articulating complex concepts in simple terms to ensure everyone understands.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at Daisy.
We think you need these skills to ace First Line Incident Management Specialist in Nelson
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with incident management and technical support. We want to see how your skills align with what we’re looking for, so don’t hold back!
Show Off Your Communication Skills: Since you'll be dealing with customers, it’s crucial to demonstrate your ability to communicate clearly and effectively. Use examples in your application that showcase your verbal and written communication prowess.
Highlight Relevant Experience: If you’ve worked with technologies like VOIP, FTTP, or have experience in troubleshooting, make sure to mention it! We love seeing candidates who understand our products and can hit the ground running.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Daisy Group™
✨Know Your Stuff
Make sure you brush up on your knowledge of PSTN, ISDN, ADSL, FTTC, and FTTP technologies. Being able to discuss these products confidently will show that you're serious about the role and understand what the company offers.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've diagnosed and resolved technical issues in the past. Highlight your ability to perform advanced diagnostics and explain your thought process clearly, as this is crucial for a First Line Incident Management Specialist.
✨Communicate Clearly
Practice articulating complex technical information in a simple way. Since you'll be dealing with customers who may not have a technical background, demonstrating your communication skills will be key to impressing the interviewers.
✨Demonstrate Ownership
Be ready to talk about times when you've taken full ownership of a project or issue. This role requires you to manage incidents from start to finish, so showing that you can handle responsibility and follow through will set you apart.
