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About The Role
Essential Duties and Responsibilities:
- Ensure that the highest levels of service are delivered to Claranet’s customers
- Providing telephone and ticketing based customer support
- Assess the impact and urgency of tickets and gather the appropriate information for the type of request
- Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
- Maintain accurate records of activity taken throughout the lifecycle of a ticket
- Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
- Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
- Working closely with Service Management team to maintain excellent service
- Develop a good understanding and technical expertise across Claranet’s entire product catalogue
- Resource for project work
- Support the Team Manager towards continued improvement of team process and customer experience
- Answer inbound telephone calls
- Validate contact and ensure security process is adhered to
- Log all relevant request details, allocating category and prioritisation
- Provide first-line investigation and diagnosis, resolving at first contact whenever possible
- Follow security protocol
- Escalate incidents/requests that cannot be resolved within agreed timescales
- Keep customers informed of progress
- Contribute and search the knowledge base
Teams to collaborate with:
- Customer Experience and Managed Services – ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
About You
Behavioural competencies – Organisational and behavioural fit
- Excellent communication skills (written and verbal)
- Excellent customer service skills
- Ability to translate technical language into user friendly information
- Good understanding and awareness of IT terminology
- Customer focused
- Leadership skills
- Decision maker, able to act decisively under pressure
- Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
- Ability to work in a highly pressurised environment in terms of volume and intensity of activity.
Critical competencies – Technical fit
Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications
Proven analytical and problem solving skills
Good understanding of IT Service Management
ITIL v3-4 Foundation and experience working in an ITIL environment
Relevant industry qualifications
Holds some relevant technical accreditations (MCP / MCSE/ CCNA)
Previous experience of working for a service provider or Telecommunications businessCustomer Service trained
