My client is seeking a 1st line Technical Support office to support their clients and to be based in their Leeds office.

Responsibilities:

• Providing first-line support to varied customer base
• Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels
• RIPA/IPA request to be dealt with according to the SLA’s
• Effective incident ticket queue management and ownership of logged incident tickets
• Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms and Colocations
• To deal will all S135/999 database requests ensure customers submit details in a timely manner
• Assisting the Support Team Manager to communicate service updates and announcements to the customers
• Providing first-line support to BWC customers
• Managing and responding to customers on the live chat forum
• Managing and responding to automated internal alerts
• Upkeep of internal IT documentation
• Provide OOH cover for all P1 escalations
• Coordinating with various internal teams in line with requirements
• Any additional duties that may be required
• Scheduling and coordination of number porting with customers and other carriers within agreed SLAs

Personal skills and characteristics:

• Have excellent sales and customer service skills and a track record to prove it.
• Preferably have experience in account management, but this is not essential if you can demonstrate great customer service and direct sales experience.
• Experience in the tech/telecoms industry (preferred).
• Can build rapport and maintain strong relationships.
• Are highly organised.
• IT literate (Word, Google etc)
• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths

Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.

Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days, please assume your application has been unsuccessful.