Technical Support Advisor - Forties People Ltd
This job expired on 02-03-2012
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Job Details
| Salary type: | Annual salary |
|---|---|
| Salary band: | £15k - £20k |
| Salary Details: | £20400 per annum |
| Location: | London |
| Job type: | Permanent |
| Company: | Forties People Ltd |
| Contact: | Jobs |
| Job Categories: | Call Centre Jobs | Customer Service Jobs |
| Posted: | 13/01/2012 |
| Expires: | 02/03/2012 |
Description
Our client is a leading and expanding provider of Telecommunications and Broadband services currently have an exciting opportunity for an experienced Technical Support Advisor. You must have ISP support experience or equivalent.This would suit a friendly team player with experience working for an ISP in a similar capacity.
Duties include:
Acting as 1st, 2nd & 3rd line technical support for our customer base and internal departments
Taking inbound calls on a busy Technical Support line dealing with both IP
Stream/LLU Data Faults, WLR/LLU Voice Faults & Mobile Phone Faults
Logging and escalating faults to our partners SMC (Service Management Centre) & BT Open Reach
Responding to customers e-mails and letters
Managing and organising personal work load
Troubleshooting and diagnosing customer issues relating to their internet/ phone services.
Accurately logging customer calls on our in house billing system
Taking ownership of customer accounts
Applicant must have the following key attributes:
Excellent customer services skills
Attention to detail
Patience when dealing with escalated calls and customer complaints.
Excellent telephone manner required (confident speaker)
Excellent writing skills
Ability to work on own initiative
Ability to work to strict SLAs
Candidate must have a basic knowledge of Excel and Word.
Candidate must have ISP support experience or
Good team player
Ability to perform under pressure
Desired Skills:
Experience using BT ECO Whoosh/Repair
Experience in fault logging and tracking
Experience liaising with BT Wholesale and BT Open Reach
Excellent Understanding of LLU ( Local Loop Unbundling)
Knowledge of BT networks and infrastructure
Working Hours Normal hours of work for the employee are 10:30 to 20:00 Monday to Friday with an hours lunch, and 09:00 to 16:30 on every third Saturday together with such additional hours as may be necessary for the proper performance of the Employees duties.
Salary: - £20,400
Bonus: - Up to 25% of monthly salary paid quarterly