B2B Technical Support Analyst
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| Job Type | Permanent |
| Location | Manchester |
| Area | Manchester, England |
| Sector | Infrastructure, Support and Implementation |
| Salary | £20000 - £24000 per annum |
| Currency | GBP |
| Start Date | 2020/06/21 |
| Job Ref | V-35820-4 |
| Job Views | 21 |
- Description
- To provide guidance and support to customers/members on Technical Support related queries. Delivering excellent customer service and a first time fix. Sharing best practice and working with the Technical Support team to improve the service we deliver.
Job Description
Job Title: B2B Technical Support Advisor
Reports to (Job Title): Technical Support Team Leader
Department: Technical Support
Principal Accountabilities- Working with Business Services Team to provide technical expertise.
- Manage the inbound web, email or telephone enquiries process ensuring all enquiries are responded to appropriately.
- Supplier liaison and management.
- Ensure documented procedures are in place for technical fault resolution and technical queries.
- Encouraging through example a process improvement culture.
- To handle telephone, email and postal enquiries from existing customers in a professional but friendly way ensuring customer needs are met.
- Understand customer needs and identify root cause of any faults with the service.
- To identify and rectify faults, liaising with our suppliers and other department members.
- Ensure effective and timely communication is maintained with the customer throughout the life of faults.
- Identify customer delivery issues during the fault cycle and escalate appropriately.
- To maintain up-to-date and accurate customer information.
- To provide support to our customers via the Live Chat service on our website.
- To communicate with our suppliers in order to swiftly resolve any customer faults/issues.
Internal and External Relationships
Work closely with technical support team leader, business service team and suppliers to ensure all customer faults are resolved in a timely manner and within agreed SLA.
Knowledge, Skills and Experience Needed- A knowledge of Telecoms both fixed and mobile is required; in particular MPLS, ADSL and VDSL, email clients and servers, POP/IMAP, wireless configuration and a knowledge of Windows/Mac, IOS/Android. Candidates will have a good understanding of networking, wireless, Ethernet, pinging, traceroutes, general telecoms knowledge, how to set up a router and mobile.
- Knowledge of Leased Lines, hosted solutions & domains.
- Experience of mobile diagnostics and repairs.
- Experience of dealing with customers over the phone, live chat, email & video calling.
- Experience of working in a team whilst working independently to agreed standards
- Good administrative skills
- Good written and spoken English, including excellent telephone skills.
- Computer skills, including the ability to use Microsoft Office and other computer packages
- Good knowledge of customer care processes and the ability to learn new methods
- Able to relate professionally & appropriately to a broad demographic
- Willing and able to undertake training to develop new skills
