Technical Support

Technical Support Agent

Location: Basingstoke

Salary: 28,000 - 30,000

My client is a dynamic and fast paced telecommunications business who are looking for a Technical Support Agent to come on board and join their team. You will join a Service Assurance Team where comprehensive training and support will be provided, where you will be working alongside a focused and driven team keen to enable your success. You will triage and support all customers reporting issues, to assist in ensuring the efficient working of the in-house Service Assurance team while delivering exceptional customer service to our clients.

Key Responsibilities

Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.

Collate all fault information to aid quick resolution whilst maintaining a process driven work environment.

Accurately triage tickets and pass to relevant team for those not resolved by Service Assurance team.

Liaise with Group Networks and other surrounding support teams to drive fault resolution.

Co-ordinate internal/external resource and enable continuation of the customers service via utilisation of value-add products.

Ensure constant improvement of customer experience and Service Assurance knowledge.

Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.

Develop, implement and maintain procedures of best practices and standards.

Understand analysis reports and analysis of the team

Identify own training requirements.

Maximise efficiency.

Skills & Experience

Positive can-do attitude

Proven problem-solving attitude

Excellent communication skills, both written and verbal

Strong customer service skills

High level of attention to detail

Strong organisational and decision-making skills

Ability to work independently and as part of a team

Interest in Technology & Innovation

IT Literate