·To answer calls in a professional manner and in a timely fashion, logging details of the customer incident or changes to services – ensuring that accurate and complete information is obtained.
·To resolve customer incidents or changes wherever possible at first point of contact or to assign the incident to the correct level2 team or 3rd Party accurately with initial diagnostics carried out.
·Ensure that customers receive timely updates on incidents
·Ensure that customer incidents that occur across multiple products or involve multiple 2nd line groups are co-ordinated so that the customer receives a consolidated response from The business.
·Act as a single point of contact for high revenue complex service customers
·To develop a rapport with the customer in a professional way to ensure that they see The business as a professional organisation and build customer loyalty by identifying and understanding customer needs and where appropriate, offering solutions through reactive and proactive management of customer accounts
·Ensure that Priority 1 calls are immediately escalated to Network engineering and Head of Operations.
·Ensure that Priority 2 to 3 calls are actioned correctly and customer SLAs are not breached
·Ensure that Notification processes are followed.
·To contribute to ad-hoc duties and projects as determined from time to time by members of the management team.
·Work cross functionally with Operations, Sales and all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes. Pro-actively seeks involvement of relevant business areas to ensure customer requests are resolved in line with agreed service level agreements.
·Ensure ongoing development of technical and customer service skills within the role to gain Senior Service Desk Executive within 12 months
Technical Competencies (Skills and Experience)
Essential
·Customer relationship management
·Good understanding of the services provided by Hosted VoIP or Telecoms Provider
·Excellent communication skills
·An understanding of the customers business
·Good analytical skills
·Innovative
·Excellent interpersonal skills
Desirable
·Basic Knowledge of IP networking, switching and routing
·Basic Knowledge of Vo
·Basic Understanding of how the Internet can be used by customers
·Basic Knowledge of IP VPNs, IP LANs
·Basic Knowledge of Data CPE
·Knowledge of Switched and Leased voice services (CPS)
·Knowledge of indirect and direct voice services
·Able to Use Network Monitoring tools to diagnose basic problems
An excellent oppportunity to take your career to the next stage and grow within an established organisation.
