Technical Support & Customer Service Advisor

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary See description

Updated 4 days ago

Reference 1390681

 Job Description

Excellent opportunity for Technical Support & Customer Service Advisor based in Belfast.

TECHNICAL SUPPORT & CUSTOMER SERVICE ADVISOR

  • Permanent full-time
  • Updated 6/2/2019

Hours: 37.5 hours per week Monday to Friday.

Salary: £18,000 per annum rises to £20,000 after the successful completion of 6 months probationary period. + Payment of £100.00 per month when required, for on call (out of business hours – 10-12 times per year both evenings & weekends in a 7 day block)  This needs to be flexible to suit the needs of the business.

Holiday Allowance: 23 days plus 8 statutory days

Duties to include but not restricted to:

  • 1st line faults diagnostics re broadband and network, using web portals to diagnose and place orders with Service Providers
  • Escalation to external Service Providers to ensure resolution of faults within SLA
  • Gather customer’s information and determine issues by evaluating and analysing the symptoms
  • Interact with customers to provide and process information in response to fault resolution
  • Follow up and make scheduled call backs to customers where necessary
  • Work closely with other Departments to aid fault resolution
  • Use of CRM system to manage customers’ requests
  • To log and forward System and IT support calls to relevant departments
  • Occasional site visits in response to provision of broadband services/faults

Essential Skills:

  • Knowledge of telecoms technologies, to include Broadband, VOIP and WLR
  • Excellent Communication and interpersonal skills, including verbal, written and active listening skills.
  • Knowledge of customer service principles and practices;
  • Willingness to co-operate with others ensuring the best outcome for the customer.
  • Excellent team working skills
  • Multi-tasking capabilities
  • Ability to identify and understand issues, problems,
  • Ability to maintain stable performance under pressure
  • Computer literacy MS Excel, Word, Outlook
  • One years’ experience working in a similar environment.

To Apply please click the APPLY NOW button below and forward an up to date CV.

Closing date for applications 20/2/2019

Rainbow Communications is an equal opportunity employer