Address
Form of work
SalaryTechnical Customer Support Advisor - (Shifts)
Redhill
£22,962 + £2500 shift allowance per annum + £1,000 night allowance
38.6 hours per week within a shift basis of 11 working hours between 7pm - 10.00am
Mondays to Sundays inclusive with one unpaid lunch hour per day. The shift pattern is based on
2 days, 2 nights and then 4 days off.
Ability to be able achieve SC security clearance -you will need to have lived in the UK for 5 years or longer
Benefits
Annual bonus based on company and individual performance.
Pension matched up 7.5%.
25 holiday days per year, plus bank holidays.
Onsite Gym at the Redhill offices.
Kitchen facilities.
Free Parking.
A great opportunity for a good amount of technical knowledge of satellite systems, someone who is computer literate, and can be confident, clear, and professional while dealing with customers or personnel over the phone as well as emailing. To work as part of this friendly team, providing support on product, service and billing enquiries.
Responsibilities of the Customer Support Advisor:
- To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA’s are met specifically in regard to response and resolution times Ensure each call/email is logged and that Databases are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
- Provide seamless handover of tasks outstanding on each shift
- Assist with monthly customer surveys
- Process sales orders for prepaid airtime cards for agreed customers
- To manage inbound calls as required by the Shift Supervisor
- To assist in the development of systems to deliver front line support for the company’s customer handling and customer care programmes and make recommendations for improvements.
- Investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related
Candidate requirements for the Customer Support Advisor
- Be computer literate
- Confident and clear telephone manner
- Possess a keen commercial awareness with ability to work on own initiative and unsupervised
- Ability and willingness to continuously learn and support new systems and services
- Inmarsat and/or VSAT operational, service or technical experience - desirable
- 3G/4G Wireless LTE - desirable
- Knowledge of customer IT networks/systems e.g., IP address ranges
- Cisco and HP Switches - desirable
- Network Operations experience
