Customer Support Engineer - Telecommunications

Customer Support Engineer - Service Desk

We have a new client of ours who are a leading player in their commercial space. They are looking for a talented individual who has a background in customer service who can excel as a first point of contact for customers.

Purpose of Role:

The primary purpose of the Customer Support Engineer is to provide responsive and highly proficient support forthe client's Customer Engagement solutions. As a member of Customer Service, the role is part of a virtual Service Desk and responsible for being the first line of contact for triaging and progressing customer incidents, problems and service requests from report to resolution. The role requires you to work in a technical capacity to resolve issues and mentor customers on their Customer Engagement applications.

Key Responsibilities:

Acting as the first point of contact for triaging and progressing customer incidents, problems, and service requests from notification to resolution.
Working in a technical capacity to diagnose and resolve issues, and mentoring customers on diagnosing issues on their contact centre solutions.
Liaising with other resolver groups to ensure adherence to contracted Service Level Agreements (SLAs) and Key Performance Indicator (KPI) targets.
Delivering exceptional customer service to ensure a positive customer experience.

Skills and Knowledge:

Excellent communication skills and telephone manner in order to communicate effectively with our customers and with colleagues.
Self-motivated individual, bringing enthusiasm to the team to achieve shared goals.
Contribute to the sharing of knowledge with colleagues and request help and expertise from senior members of the team in a timely fashion.
Ability to prioritise workload in a dynamically changing environment, demonstrating good organisational and administrative skills. Assess new faults calmly and logically, adapting to the situation and responding appropriately.
Methodical approach to work, adherence to procedures, keeping commitments and seeing tasks and workflows through to completion.
Demonstrate professional integrity taking responsibility for problems and mistakes and rectifying them accordingly.
Collaborate with cross-functional teams to contribute to product improvements based on customer feedback, recurring issues and operational enhancements.
An awareness of ITIL Service Operations would be desirable.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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