We are seeking an experienced Telecoms Support Engineer to provide first line support to their end customers. This is an exciting opportunity to join a young telecoms service provider with an opportunity to develop your career and take on more responsibility in the future.
You must have a minimum of 3-years’ experience working in a similar role supporting end customers with IP Telephony, SIP, data connectivity and mobile communications. Some experience working with Gamma Telecom or Daisy Wholesale products and services (or similar) would be ideal.
Responsibilities
- Provision and configure new orders
- Implement add/moves/changes to existing services
- Diagnose, troubleshoot and resolve technical issues
- Answer support queries via phone and email
- Log customer requests and incidents on salesforce.com CRM
- Log and escalate calls with third parties, ensuring communication back to the customer
- Manage third party vendors and suppliers
Skills & Experience Required
- Minimum 3-years’ experience in a similar role
- Experience with hosted VoIP, data connectivity and mobile communications
- Analytical and problem-solving skills, with the ability to multitask and prioritise workload
- Exceptional customer service and confident communication skills
- Able to work with non-technical customers and technical customers alike
- Able to work to targets (SLA’s)
- Familiar with Salesforce or similar CRM systems
- An understanding of VoIP technologies, networking and telecommunications
- A high standard of written and spoken English and attention to detail
- Ability to work individually or part of a team
UC Telecoms Support