Location: Bekesbourne, Kent

Salary: Competitive Salary (Competitive Salary)

Job Type: Permanent

Job Information

We are looking for a Senior Support Analyst to work as part of a team who service and support a range of hardware and software systems. You will be responsible for managing multiple concurrent tasks with varying technologies in an exciting and competitive environment, with exposure to a wide range of existing and emerging technologies.

Summary

We are looking for an individual to join our growing technical support team and deliver a world class customer experience.   This role within our busy and demanding team will require a highly motivated individual.

Candidate Profile & Attributes

• Demonstrates an enthusiasm for helping and providing excellent customer support.
• Knowledge and experience of providing IT support to office and consumer environments.
• A knowledge and experience of Internet technologies.
• An ability to communicate effectively, both verbally and in writing.
• An ability to prioritise and manage their work load effectively.
• Ability to participate and contribute effectively as a team member.
• An ability to organise their work in the most efficient way.
• An ability to motivate themselves and to take the initiative when appropriate.
• An ability to describe and explain clearly.
• Knowledge of MAC OSx and other Unix/Linux based systems.
• An ability to bring strong attention to detail.
• An ability to answer the phone in a professional way and in line with company policy and guidelines.
• An ability to use current windows operating systems.
• An ability to work with Microsoft office.
• A Passion to drive the Company forward and excel in all aspects of their work.
• Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.
• Strong technical and analytical skills.
• An ability to recognise issues that have a wider implication and acting upon them.

Key Responsibilities

• Build knowledge of company services and solutions
• learn and utilise essential company procedures for assisting our customers and logging tickets in our CRM.
• Documenting solutions and sharpening problem-solving skills.
• Provide regular case status updates to CRM and customers, keeping them informed of progress on open ticket.
• Work to analyse and resolve complex problems in a team environment and consult co-workers and procedures to optimise problem resolution.
• Maintain ownership of customers problems and be proactive during the life cycle of the ticket until resolved.
• Mentors all junior staff on best practices, policies, procedures and subject matter products
• Participates in special projects, as assigned by Team Leader or management.

Location: Bekesbourne, Kent

Salary: Competitive Salary (Competitive Salary)

Job Type: Permanent

Job Information

We are currently looking for talented individuals with excellent organisational skills and telecoms knowledge to join our provisioning team in Canterbury, Kent. Your main task is to manage (co-ordinate the delivery of) orders on behalf of the solutions team, managing an order through to completion. For this role previous provisioning experience is preferred but not required. You will be provided with training and constant support from the whole team.

Summary

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Candidate Profile & Attributes

·       Excellent telephone manner

·       Strong organisational skills with a keen eye for detail

·       Ability to manage own workload and multi task

·       Excellent communication skills both verbal and written

·       A 'can do' and positive attitude towards work and personal development

·       Excellent team player with ability to work under pressure

·       Be a self-motivated, enthusiastic problem solver

·       Telecoms experience would be beneficial, including Mobile, Voice or Data related.

·       Provisioning / Order entry experience ideal but not essential.

Key Responsibilities

·       Responsible for the placement of orders on supplier portals or via manual order forms, including ethernet, broadband, voice and mobile provisions.  

·       Management & tracking of orders through to completion.

·       Working with departments to identify potential issues in orders to manage these proactively.

·       Ensuring all relevant fields on internal systems are updated in real time.

·       Liaise with customers/business/reseller partners and suppliers regarding order queries/amendments.

·       Provide technical advice to customer/business partners/resellers and internal staff.

·       Co-ordinate jobs/arrange engineer visits with the engineering department.

·       Deal with order rejections.

·       Liaise with customer/business partners and suppliers to resolve issues and provide regular updates.

·       Raise and resolve provisioning escalations and faults.

·       Place telephone line orders and liaise with customers/business partners/resellers to resolve any rejections.

·       Schedule and action all tasks to completion with specified timescales.

·       Follow all procedures and deliver high level customer service for maximum customer satisfaction.

·       Ensure all systems are kept fully updated for each action and point of customer contact.

·       Task management

·       Make welcome/confirmation calls and send confirmation emails during delivery process.

·       You will take full ownership of the end-to-end delivery service, and using a variety of communication methods, managing orders to fulfilment.

·       Engaging with other departments including Accounts, Solutions and Support to ensure customer is correctly onboarded

·       Ensure correct scheduling with the customer and internal teams for the customer install/cut-over activity

·       Responsible for ordering all services/products related to the customer’s order.

·       You will be empowered to challenge decisions, work collaboratively with our suppliers and encouraged to continually provide feedback and suggestions for service improvement

·       You will be the interface between our suppliers and channel partners, managing communications about key milestones and progress, and arranging appropriate build activities when needed

·       Identify and manage dependencies which may affect the success of deliveries.

·       Delivery and understanding of B2B product orders to agreed success criteria and SLAs.

·       Ability to establish a great working relationship with our carriers & suppliers to ensure a proactive delivery schedule

·       Be a team player and execute other tasks as required, potentially to support alternative departments.