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• To take all support department calls, follow a basic checklist and raise tickets as and when required as per priority SLA’s
• To deliver excellent customer service
• Keeping the customer updated at all times within company ‘SLA’s
• Accurately recording all information on the database and keep all internal systems updated
• Follow up with Supplier/ third parties to ensure that faults are managed within company SLA’s
• Escalate faults with Supplier/third parties to ensure that faults are being managed promptly
• Pro-actively monitor all Supplier/ third parties’ performances to ensure that the company is aware of any failure to achieve the agreed ‘SLA’S
• Diagnose faults with any SIP/Vo IP services on a first line basis
• Diagnose any basic faults on CTI Call Recording/Call Reporting software or any associated services
• Speaking to customers in a professional and timely manner
• To provide accurate and prompt reporting
• Liaise with and update other departments as require
• Undertake relevant training and evaluation to ensure own personal performance and development
• Carry out all general administrative duties including e-mails, scanning, letters, filing etc.…

• Previous relevant Telecoms employment experience would be ideal, however not essential
• Possess IT skills and have a working knowledge of windows-based packages and other databases
• Good attention to detail
• Have strong communication and interpersonal skills
• Can show an understanding and empathy to customers
• Take ownership and show pride and passion towards customers
• Take responsibility for both their own and staff Health and Safety, ensuring they are working safely in the work environment at all times and report any hazards issues to Management/ HR Department
• The ability to follow procedures, listen and accurately record information
• Excellent customer service skills with a ‘can do’ attitude
• Has a proven track record of working in a flexible manner and being adaptable to organisational change
• Is committed to ongoing training and professional development
• Confident phone manner and an excellent team player

At Mtech you will benefit from:

• Monthly bonus scheme
• Fun, supportive and happy working environment.
• Full training package with career progression opportunities.
• 24 days holiday, plus bank holidays.
• Overtime
• Free on site parking
• Central location by all major road and rail routes.
• Plenty of shops and cafes on the doorstep.
• Early finish on a Friday
• Working with exceptionally talented and experienced staff.

Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Company events
• Discounted or free food
• On-site parking
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Christchurch: reliably commute or plan to relocate before starting work (required)

Experience:

• 1st line support: 1 year (preferred)
• Telecommunications IT support: 1 year (required)

Work authorisation:

• United Kingdom (required)

Location:

• Christchurch (preferred)

Work Location: In person