Technical Support Advisor 1St Line (Telco)

Job Title: Technical Support Advisor (Telco – 1st Line)

Location: Shoreham-by-Sea, West Sussex

Salary: up to £24,000 per annum

Full Time – Temporary/Permanent

Our client is a leading provider of business telecoms and IT solutions based in new offices in Shoreham-by-Sea, West Sussex.

They are looking for a 1st Line Technical Support Advisor to join their team. The purpose of this role is to ensure the process from order to cash remains punctual, efficient and the client receives exceptional customer service.

Essential Skills

• Customer service focussed with an excellent telephone manner.
• A demonstrable ability to follow process and build a reassuring rapport with customers.
• The ability to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved.
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times.
• Accurate numeracy, written and data entry skills.
• An analytical and methodical problem solver.
• Be adaptable to change in processes.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• Solid experience in reporting issues to suppliers, chasing and doing all that is possible to ensure incidents are resolved in a timely manner and that the customer is kept informed.
• A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated and pro-active.
• Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.
• A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort.
• Be willing to go the extra mile for the sake of the customer and the business.

Desirable Skills

• Exposure to programming with complex SQL models and the ability to articulate findings in the data
• Experience working with TSQL
• Data modelling and visualisation skills
• Statistically minded
• Inquisitive – Able to spot and interpret patterns within data
• Excellent attention to detail
• Ambitious, team player with ‘can do’ attitude

For more information, please contact Chloe McCausland at Clearline Recruitment.