Technical Support, 2nd Line

November 13

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Focus Group

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IT • Energy • Cyber Security • Telecoms • Connectivity

1001 - 5000 employees

Founded 2003

📡 Telecommunications

🏢 Enterprise

💰 Private Equity Round on 2020-03

Description

• Job Title - Technical Support 2nd Line – Out of Hours • Salary - Up to £36,000 (DOE) • Location - UK Remote • Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology. • We are now looking for an experienced (2nd line) Technical Support Advisor. • Principal Responsibilities/Duties • Ensuring that the Customer is at the centre of everything that we do. • Providing 1st and 2nd line support to customers for Telephony, Data and IT Services. • Responsible for handling incoming queries by receiving phone calls, emails, and portal requests. • To diagnose, log, action and follow through to resolution cases. • Take full responsibility for cases assigned to you, ensuring an excellent Customer Experience. • Talk to customers, by the most appropriate method to resolve cases in a timely manner and avoid delays where possible. • Work with 3rd Parties to resolve cases where required.

Requirements

• Customer service focussed with an excellent telephone manner. • Comfortable troubleshooting and resolving customer faults. • A demonstrable ability to follow process and build a reassuring rapport with customers. • The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved. • Quickly gather the right information from the customer, analyse the issue and take appropriate and timely action. • Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service. • Accurate numeracy, written and data entry skills. • An analytical and methodical problem solver. • Be adaptable to change in processes.

Benefits

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