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Support Technician

Employer
Focus Group
Location
Southwick, Brighton
Salary
£18,000 - £20,000 dependent on experience
Closing date
6 May 2019

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Sector
Technology, Telecoms
Function
Call Centre, Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

As part of a team, provide 1st and 2nd line support and excellent customer service in the areas of; WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services. 

Principal Responsibilities

  • To provide 1st and 2nd line support to customer with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband.
  • To provide 1st and 2nd line support to customers with physical and hosted telephone systems.
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs.
  • To understand and confidently interact with the Openreach network and services.
  • Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call target.
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
  • To update your line manager on any outstanding faults or that have breached their SLA, in a timely manner.
  • To adhere and contribute to the company’s quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Contributing to the success of the department and the company.

Skills Required

  • Customer service focussed with an excellent telephone manner.
  • 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 customers to establish confidence whilst an issue is resolved.
  • To 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 assuring excellent customer service at all times.
  • Accurate numeracy, written and data entry skills.
  • An analytical and methodical problem solver.
  • Be adaptable to change in processes.
  • An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
  • Solid experience in reporting issues to suppliers, chasing and doing all that is possible to ensure incidents are resolved in a timely manner and that the customer is kept informed.
  • A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated and pro-active.
  • Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.
  • A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort.
  • Be willing to go the extra mile for the sake of the customer and the business.

Benefits

  • Sales incentives, including trips abroad, days/afternoons out
  • Pension Scheme
  • Tax Free Childcare Initiative
  • Perkbox membership
  • Focus Discount Card (for local retailers)
  • Daily Fruit (complimentary)
  • Free tea & coffee in the office
  • Focus Awards Ceremony
  • Participation in charity and sports events
  • Cycle to Work Scheme
  • Training and development plans
  • Interest Free Travel Loan
  • Regular company and team social events (including a Summer & Christmas party)
  • Yearly eye test & spectacle voucher
  • Access to well-being champions
  • Financial advice

Company

Who are Focus?

  • Established in 2003 and has grown organically into the Group of Companies we are today.
  • Currently employ circa 270 staff.
  • Supply a range of solutions to over 12,000 businesses.
  • Focus Group’s portfolio now includes; Voice, Mobile, IT, Data, Security & Energy.
  • Working with global brands such as BT, Gamma, Vodafone, 02, Cisco, Ericsson-LG and Microsoft.
  • Multiple Award Winning and leading UK Communications Provider.

We have several offices in West Sussex and Kent.

Why work with us?

We offer lots of opportunities to develop and further our employees’ careers offering training and personal development plans. We are a very sociable Company and regularly organise events such as Pub Quizzes, Sports Events, Awards Ceremony and many more.  We will continue to grow as a Company which will create exciting opportunities for employees of Focus Group.

Our employees are our greatest asset. If we look after our staff, they in turn will look after our customers. Click here to see some of the team!

To help us sustain our rapid growth we strive to attract dynamic, committed and talented people who can develop personally and professionally within our organisation.

We actively encourage staff to make suggestions about both the operational and commercial direction of the business. All of this ensures that employees feel involved and valued.

Our Benefits

  • Sales incentives
  • Focus Awards
  • Pension Scheme
  • Perkbox membership
  • Focus Discount card for local retailers
  • Financial Well-being advice
  • Well-being Committee
  • Daily Fruit
  • Free tea and coffee in the office
  • Cycle to Work scheme
  • Eye test & spectacle vouchers
  • Participation in regular charity and sports events
  • Interest free travel loan
  • Regular Company and team social events (including a Summer and Christmas party)

 Our Core Values

Focus Group is a Company to be proud of and we continue to maintain our Core Values; Integrity, Honesty, Openness, Personal Excellence & Continual Self-Improvement.

We look for people who demonstrate ambition, conscientiousness, resourcefulness, energy, honesty & loyalty.

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Company info
Telephone
01273964398
Location
Focus House
20 Ham Road
Shoreham-By-Sea
West Sussex
BN43 6PA
GB

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