Night Shift 1st Line Telco and IT Support

Pier Recruitment
Hove, East Sussex
£20000 - £30000/annum Bonus and shift allowance on top
16 Oct 2020
13 Nov 2020
Contract Type
Full Time
We have a night shift role on to support a large Telecommunication and IT Support company, based in Shoreham

The role is to deliver a high level of 1st & 2nd line support to the customer base covering, Telecoms, IT and Network solutions. Shift patterns available from 5pm to 8:30am.

Principal Responsibilities:
* To provide 1 st line support to customers for Telephony, Data and IT Services.
* To understand and confidently investigate LAN faults in relation to DSL Broadband installs, telephony and IT set up.
* To understand and confidently interact with suppliers for our core products.
* Manage incoming telephone calls & email correspondence from customers
* Identify, investigate, and resolve where possible reported incident
* Meet set Targets & Expectations for ensuring the best possible customer experience. To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
* Record interactions with customers on the companies in house CRM system.
* Record, report and diagnose reported incidents on supplier portals where required.
* Follow industry & company guidelines in relation to a customer's contract with Focus.
* Follow company Fraud Process procedure - including next working day handover.
* Meet set OLA and grade of service KPI's. OLA & Grade of Service Targets
* 100% of all calls to be answered within 30 seconds with an average 15 second pick up time.
* All email tickets are to be responded to within 30 minutes, including supplier alerts.

If there is a lack of out of hours traffic, switch to in hours tickets. Chasing suppliers for updates, providing customer updates, working through "open" tickets with Focus for both incidents and services requests.

You will need to be:

* Customer service focused with an excellent telephone manner.
* Have the ability to follow process and build a reassuring rapport with customers.
* The ability to remain calm and composed when dealing with a difficult customer 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 focused, 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.
* Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.

If you are skilled to be able to handle this work alone. Please apply on-line today

We do not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

We act as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

If your application is successful a consultant will be in contact with you within the next 2 working days. If you do not hear within 7 days please call the office as we always wish to provide 100% customer service

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