Technical Support Advisor-Broadband
- Location:
-
Cricklewood, North West London (NW2) jobs
- Salary:
- Salary £20000 + 25% bonus +Benefits
- Company:
- Frazer Martin Associates
- Job type:
- Permanent jobs
- Date posted:
- 21/11/2009 12:05
- Job id:
- 45783460
- Contact:
- Frazer Martin
- Ref:
- Totaljobs/TJ 100
Technical Support Advisor in busy
Call Centre in North West London
Salary £20000 + 25% bonus +Benefits
*To apply please ensure you have a minimum of 6 Months Experience supporting Broadband products*
My client is a leader in the ISP/Telecomms market.
Based in North West London,they URGENTLY seek Technical Support Agents to work within their busy exciting Technical call centre.
You will be tasked with receiving incoming calls from their large customer base ,dealing with any Technical queries which may arise from their Internet /Telecommunications products.
The Position:-
Acting as 1st, 2nd line technical support for my clients customer base and internal departments
Taking inbound calls on a busy Technical support line dealing with both IP Stream/LLU Data Faults and WLR/LLU Voice Faults
Logging and escalating faults to my clients partners SMC (Service Management Centre) & BT Open Reach
Responding to customers e-mails and letters
Managing and organising personal work load
Troubleshooting and diagnosing customer issues relating to their Internet/ phone services.
Accurately logging customer calls on our in house billing system
Taking ownership of customer accounts
Applicant must have the following key attributes:-
Excellent customer services skills
Attention to detail
Patience when dealing with escalated calls and customer complaints.
Excellent telephone manner required (confident speaker)
Excellent writing skills
Ability to work on own initiative
Ability to work to strict SLA's
Candidate must have a basic knowledge of Excel and Word.
Candidate must have minimum of 6 months ISP support experience or equivalent
Good team player
Ability to perform under pressure
Desired Skills:-
Experience using BT ECO Whoosh/Repair
Experience in fault logging and tracking
Experience liaising with BT Wholesale and BT Open Reach
Excellent Understanding of LLU ( Local Loop Unbundling)
Knowledge of BT networks and infrastructure
.
My client has a policy of promoting from within,and as such encourages it's employees to reach for their goals.We look forward to your application and helping you reach your full potential with our client.In the first instance please forward your CV .
