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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 good understanding of connectivity technologies.
- Other info: Earn bonuses for referrals and Trustpilot reviews while growing your career.
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.
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 the 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 in a clear and concise manner.
- Sound understanding of what is covered under a customer maintenance agreement.
- 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.
- Understanding of EFM/Leased Line 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.
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. Apply today and be part of a team that keeps businesses running at Daisy Communications.
First Line Incident Management Specialist in Nelson employer: Daisy GroupTM
Contact Detail:
Daisy GroupTM 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 mentioned in the job description like VOIP and FTTP. This will help you speak their language during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves diagnosing complex faults, try simulating some common issues you might encounter. This way, you'll be ready to impress with your problem-solving abilities when it counts.
✨Tip Number 3
Brush up on your communication skills! As a First Line Incident Management Specialist, you'll need to explain technical issues clearly. Consider role-playing with a friend to practice articulating solutions in a simple, concise manner.
✨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 keen to join the team at Daisy. Let's get you that job!
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 do at Daisy!
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 strong communication skills.
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 for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Daisy GroupTM
✨Know Your Products Inside Out
Make sure you have a solid understanding of the products mentioned in the job description, like PSTN, ISDN, ADSL, and VOIP technologies. Brush up on how these services work and be ready to discuss them during your interview.
✨Demonstrate Your Troubleshooting Skills
Prepare to showcase your troubleshooting abilities. Think of examples where you've diagnosed and resolved issues effectively. Be ready to explain your thought process clearly, as communication is key in this role.
✨Understand SLAs and Customer Expectations
Familiarise yourself with Service Level Agreements (SLAs) and how they impact customer service. Be prepared to discuss how you would manage customer expectations and handle potential SLA breaches.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and concisely. You might even want to role-play common customer scenarios with a friend to build confidence.
