Technical Support Advisor 2nd Line Telco

We're Hiring - Technical Support Advisor 2nd Line Telco

Salary - up to £29,000 (DOE)

Location - Any Focus Office!

Key Benefits{{:}}

• Generous Holidays{{:}} Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday
• Give Back{{:}} Enjoy paid volunteering days to support causes you care about
• Referral Rewards{{:}} Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team
• Social Events{{:}} Join in on regular social events and connect with your colleagues in a fun and relaxed environment

About Us{{:}}

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose{{:}}

Working as a Technical Support Advisor 2nd Line Telco, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Product Services team. You'll provide advanced technical support and issue resolution.

Key Responsibilities{{:}}

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call targets.
• To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
• Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining

Skills & Experience{{:}}

• Experience in a customer facing technical support role, supporting telecoms or connectivity
• Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP
• Good understanding of on-pre phone systems including a basic knowledge of configuration
• Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers
• Experience of utilising ITIL methodology, regarding incident, change and request management
• Solid understanding of ITSM/CSM Case (ticket) management systems
• Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer experience