This is an opportunity to join a telecoms and technology company headquartered in Solihull. They are a communications company with a difference.
Their work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of their solutions, this company is a trusted supplier of voice, data, cloud, security and mobile solutions to thousands of businesses across the UK. They have around 200 passionate colleagues working within the business supporting their ever-growing customer’s needs.
Job Title: Broadband Analyst
Reports to: Group Operations Manager
Role Type: Permanent
Location: Solihull, B90
Salary Range: £19,000 - £22,000 depending on experience
Hours of work: 37.5 hours per week Monday – Friday 09:00 – 17:30
Summary and purpose of the job:
They are seeking an enthusiastic broadband analyst to provide pro-active and reactive technical support and troubleshooting to their broadband customers.
They will work with the operations management team to help ensure we are always providing the highest standards to our customers and continually improving our service.
Key Responsibilities include:
- Provide 1st and 2nd line technical support for broadband connections and routers
- Chase partners and suppliers for resolutions/fixes
- Keep customers updated at all times, closing tickets when normal service is resumed
- Use of web portals to place orders for broadband and leased line circuits with our suppliers
- Provision of Broadband routers including customised settings.
- Provide general technical phone support Monday to Friday 09:00 to 17:30
- Provide emergency on-call support out-of-hours on a rota basis
The successful candidate will have:
- A professional approach to team and customer relationships.
- Excellent interpersonal and analytical skill coupled with ability to understand complex concepts and communicate them in an understandable way.
- Emotionally resilient when under pressure.
- Will be IT literate in PowerPoint, Word, Excel, Outlook and Microsoft Teams.
- Excellent communicator in both written and verbal communications
- Excellent presentation skills and the ability to actively listen and react to customers’ needs
- Previous experience in telecommunications ISP/Support.
- Ability to work calmly under pressure and think quickly.
- Ability to build trust and credibility with customers and colleagues to ensure longevity of the relationship.
Previous Experience
- 2 years’ experience in an IT or Technical role.
- Experience in an IT or telecommunications role would be advantageous where you have gained experience of using technical products.