Job Title: Technical Support Specialist - Telecommunications

Location: Deeside

Department: Customer Support / Technical Support

Reports To: Technical Support Manager

Job Overview:

My client is seeking two motivated and detail-oriented Technical Support Specialist to join their telecommunications team. In this entry-level role, you will assist in providing technical support and solutions to customers, addressing their concerns related to telecommunications services and equipment. This position is ideal for individuals looking to start their career in telecom support, with opportunities for professional growth and development.

Package:

• £25,250 basic salary and benefits package.
• Comprehensive training and professional development opportunities.
• A supportive and collaborative work environment with opportunities for career advancement.
• Hybrid Working
• Monday-Friday 9:00-17:30 or 8:30-17:00

Key Responsibilities:

1. Customer Assistance:
• Respond to customer inquiries and support requests via phone, email, or chat.
• Assist with basic troubleshooting and resolution of issues related to telecommunications products and services.
2. Technical Support:
• Perform initial diagnostics for technical issues and guide customers through basic troubleshooting steps.
• Document customer interactions and technical issues accurately in the support ticketing system.
3. Learning and Development:
• Gain a foundational understanding of telecommunications systems, including VoIP, mobile networks, and internet services.
• Participate in training sessions and workshops to enhance technical skills and knowledge.
4. Escalation and Follow-Up:
• Escalate complex or unresolved issues to senior technical support staff or specialized teams as needed.
• Follow up with customers to ensure their issues are resolved satisfactorily and to provide additional assistance if necessary.
5. Administrative Support:
• Maintain organized records of support cases and customer interactions.
• Assist in the creation and updating of user guides, FAQs, and support documentation.
6. Team Collaboration:
• Work closely with other team members to share knowledge and improve support processes.
• Contribute to team meetings and offer feedback on common issues and customer concerns.

Skills Required

• Experience: Previous experience in a customer service or technical support role with Telecommunications.
• Technical Skills:

• Basic understanding of telecommunications systems and networking concepts such as Network hardware – PC’s, Switches, Routers & Firewalls, Networking TCP/IP, DNS, VPN’s & Router configuration Hosted / IP Telephony systems & SIP Trunks
• Familiarity with common troubleshooting techniques and support tools.

• Soft Skills:
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and a keen attention to detail.
• Ability to work effectively in a fast-paced environment and handle multiple tasks.

If this role is of interest then please send your CV to (url removed) or drop me a call on (phone number removed).