Focus Group

About Focus Group

Job Purpose As part of the Service Desk, providing 2nd line support and excellent customer service in the areas of; WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services. Principal Responsibilities To provide 2nd line support to customer with fixed line faults covering PSTN, ISDN2, ISDN30 and DSL Broadband, support to customers with physical and hosted telephone systems. Be an escalation point for 1st line Service Desk. Provide training and shadowing to other support staff within the Service Operations department. To understand and confidently investigate LAN faults in relation to DSL Broadband installs and telephony set up. To understand and confidently interact with the Openreach network and services. Answer the phone within the agreed target time, in relation to an overflow of 1st Line calls. To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress. To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner. To adhere and contribute to the company’s quality system and processes, and their maintenance. Actively contribute to and promote the use of best practice and continual service improvement within the team. Contributing to the success of the Service Operations department and the Company. Skills Required Customer service focused with an excellent telephone manner. A demonstrable ability to follow process and build a reassuring rapport with customers. The ability to remain calm and composed when dealing with difficult customers to establish confidence whilst an issue is resolved. To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action. Target focused, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times. Accurate numeracy, written and data entry skills. An analytical and methodical problem solver. Be adaptable to change in processes. An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written. A detailed-oriented individual, who can estimate and prioritise effectively. Job Types: Full-time, Permanent Salary: £20,000.00 to £30,000.00 /year

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Company Info

Legal Form: Limited

Company Type: Private

Company Size: 501 - 1000

Revenue: 25 - 50 million (USD)

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Job Ads found: 1185

Job Ads per Month: 30.4

Hiring Locations: 23

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