Customer Support Technical Specialist

Daisy Group; Lower Blandford St Mary; On-site; GBP 24,000 - 32,000; Full time

Job summary

Daisy Group is seeking a Tier 2 Telephony and Tech Support specialist to provide telephone assistance, diagnose faults via remote tools, and ensure customer systems are maintained and updated.

You will install, update and maintain software, use broadband diagnostic tools, log interactions, and stay current with product updates while mentoring new staff. Strong VOIP knowledge and quick problem-solving are essential.

Qualifications

• Strong knowledge of VOIP and networking including routers, switches, and IP addresses.
• Strong communication skills.
• Strong organizational skills.
• Experience in customer service.
• Able to thrive in a fast-paced environment.

Responsibilities

• Provide telephone support to our customers to resolve their fault or enquiry, with the aim of providing a solution at “first touch”.
• Maintain a high standard of customer service by ensuring customers are kept up to date with the progress of their fault or enquiry.
• Use remote troubleshooting tools to diagnose and resolve technical hardware and software issues.
• Use remote software and online portals to amend customers' telephony configurations, according to their requirements.
• Install, update and maintain relevant software and systems.
• Use available broadband diagnostic tools to identify and resolve broadband faults.
• Report 3rd party faults to the relevant supplier or carrier, then liaise with them to ensure a satisfactory resolution.
• Log any customer interaction accurately on our database.
• Ensure all admin is kept up to date with detailed information on our database.
• Undertake active training on any current systems and services, as well as all new products we provide.
• Support and mentor any new staff working with you.
• Identify and escape situations requiring urgent attention to the relevant escalation team.
• Stay current with product information, changes and updates.

Tools

Remote troubleshooting tools

Job description

Purpose of the Role:

To work as part of the Tier 2 team within the Operations - Telephony and Tech Support department. Providing telephone support to our customers, using the available remote tools to ensure that our customers' telecommunication systems are maintained and rectifying any faults in a professional and timely manner.

Key responsibilities:

• Provide telephone support to our customers to resolve their fault or enquiry, with the aim of providing a solution at “first touch”.
• Maintain a high standard of customer service by ensuring customers are kept up to date with the progress of their fault or enquiry.
• Use remote troubleshooting tools to diagnose and resolve technical hardware and software issues.
• Use remote software and online portals to amend customers' telephony configurations, according to their requirements.
• Install, update and maintain relevant software and systems.
• Use available broadband diagnostic tools to identify and resolve broadband faults.
• Report 3rd party faults to the relevant supplier or carrier, then liaise with them to ensure a satisfactory resolution.
• Log any customer interaction accurately on our database.
• Ensure all admin is kept up to date with detailed information on our database.
• Undertake active training on any current systems and services, as well as all new products we provide.
• Support and mentor any new staff working with you.
• Identify and escape situations requiring urgent attention to the relevant escalation team.
• Stay current with product information, changes and updates.

Experience, Knowledge & Expertise - Essential Experience

• Strong knowledge of VOIP and networking including; routers, switches, and IP addresses.
• Strong communication skills
• Strong organizational skills
• Experience in customer service
• Able to thrive in a fast-paced environment