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1st Line/2nd Line Agent
Location: Basingstoke
Salary: £28,000 - £30,000
My client is a dynamic and fast paced telecommunications business who are looking for a 1st Line/2nd Line 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
