Customer Support Engineer

Proactive Personnel Ltd; Telford; On-site; GBP 24,000 - 26,000; Full time

Job summary

A customer service provider in Telford is looking for a professional to handle customer faults, assist with troubleshooting, and ensure a positive experience. The ideal candidate has over a year of experience and strong communication skills. A customer-centric approach and familiarity with CRM systems are essential. The role includes problem-solving and providing solutions to enhance service delivery.

Benefits

Company events

Company pension

Gym membership

On-site parking

Private medical insurance

Referral programme

Qualifications

• 1+ years of experience in customer service, preferably in telecommunications.
• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities

• Handle and prioritise tickets related to customer faults ensuring resolution within SLAs.
• Conduct problem isolation and troubleshooting for service quality issues.
• Provide technical support and assist with installations and training.

Skills

Phone contact handling skills

Active listening

Problem solving

Customer-centric service

Organisational ability

Tools

CRM systems

Outlook 365

Job description

What’s in it for you?

• Company events
• Company pension
• Gym membership
• On-site parking
• Private medical insurance
• Referral programme
• Salary:£24,500 – £26,000 per year

Key duties and responsibilities will include:

• Handling and prioritising tickets related to customer faults and achieving resolutions within agreed SLAs
• Log, categorise & prioritise customer tickets in line with the relevant ticket banding and type
• Conduct diagnosis of faults and attempt documented fixes appropriate to the fault where escalated to second line support or 3rd party providers
• End-to-end problem isolation and troubleshooting of service quality issues
• Work with customers, internal or external, to resolve issues and ensure they have a positive experience dealing with us
• Complete assigned daily tasks to ensure optimal network performance and end service for customers
• Conduct remote installations and be on hand to help train customers where needed
• Provide any technical support to field sales where complex help is required
• Provide cover to other areas in the Hosted & Connectivity department where needed
• Resolve any SIP/VoIP faults, call quality issues or routing of traffic
• Able to troubleshoot network and router issues and identify root causes
• Potential in having to assist on site with any faults and identifying root causes of issues

Ideal Candidate

Qualifications/Experience

• 1+ years of experience in customer service, telecommunications industry is a plus
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with CRM systems
• Outlook 365 knowledge

Key Skills & Attributes

• Self-starter with a focus on solving problems and providing solutions
• Solid organisational ability and a high attention to detail
• Customer-centric approach to service delivery
• Consistent exercise of independent judgement and discretion in matters of significance
• Good written and verbal communications skills
• Problem solver and solution provider

Interested?

For more information about this vacancy, please contact Taylor Butterfield at Proactive Personnel, Telford.