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About The Role
Essential Duties and Responsibilities:
* Ensure that the highest levels of service are delivered to Claranet’s customers
* Providing telephone and ticketing based customer support
* Assess the impact and urgency of tickets and gather the appropriate information for the type of request
* Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
* Maintain accurate records of activity taken throughout the lifecycle of a ticket
* Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
* Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
* Working closely with Service Management team to maintain excellent service
* Develop a good understanding and technical expertise across Claranet’s entire product catalogue
* Resource for project work
* Support the Team Manager towards continued improvement of team process and customer experience
* Answer inbound telephone calls
* Validate contact and ensure security process is adhered to
* Log all relevant request details, allocating category and prioritisation
* Provide first-line investigation and diagnosis, resolving at first contact whenever possible
* Follow security protocol
* Escalate incidents/requests that cannot be resolved within agreed timescales
* Keep customers informed of progress
* Contribute and search the knowledge base
Teams to collaborate with:
* Customer Experience and Managed Services – ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
About You
Behavioural competencies – Organisational and behavioural fit
* Excellent communication skills (written and verbal)
* Excellent customer service skills
* Ability to translate technical language into user friendly information
* Good understanding and awareness of IT terminology
* Customer focused
* Leadership skills
* Decision maker, able to act decisively under pressure
* Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
* Ability to work in a highly pressurised environment in terms of volume and intensity of activity.
Critical competencies – Technical fit
Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications
Proven analytical and problem solving skills
Good understanding of IT Service Management
ITIL v3-4 Foundation and experience working in an ITIL environment
Relevant industry qualifications
Holds some relevant technical accreditations (MCP / MCSE/ CCNA)
Previous experience of working for a service provider or Telecommunications businessCustomer Service trained