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Job Element
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Detail
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Job Title
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Tech Support Specialist
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Reporting to
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IT Manager
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Department
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Tech Support
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Main Purpose
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The Tech Support Specialist role encompasses both internal and external customer service, provisioning hardware, fault diagnostics and ongoing product support.
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Duties & Resposibilities
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- To provide an excellent customer service experience whilst managing customer expectations
- To manage faults, requests and enquiries on behalf of the customer in relation to Broadband & Hosted Telephony.
- To take responsibility of the issue through to resolution, providing proactive and regular progress updates to internal/external customers.
- Build and Provision VoIP Orders for customers.
- Provisioning and installing hardware.
- Provide product training to customers.
- To provide day to day product support to existing customers
- To be competent navigating 3rd party web portals and quick to learn technical processes.
- Site visits to resolve issues when required.
- Provide out of hours support to customers on a rota basis (optional)
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Skills & Knowledge
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- Telecoms background – knowledge of:
Network hardware – PC’s, Switches, Routers & Firewalls
Networking TCP/IP, DNS, VPN’s & Router configuration
Hosted / IP Telephony systems & SIP Trunks
- Excellent Customer service and communication skills
- Positive attitude
- Affective time management skills, with a logical approach to problem solving.
- Ability to work under pressure and within time constraints.
- Ability to work alone as well as part as a team, managing workload whilst reviewing changing priorities
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Hours of Work & Salary
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- Mon – Fri 9:00 to 17:00
- Starting salary £27,750 increasing to £29,000 after completion of training courses
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Benefits
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- 20 days holiday, increasing by 1 day each year to a maximum of 30 days.
- Bank holidays in addition to holiday allowance
- On site parking at the Challenger office
- Workplace pension
- Attendance bonus
- Company bonus
- Bupa Employee Assistance Programme
- Birthday Gift Voucher
- Long Service Vouchers
- EV Charging
- Challenger clothing
- And more!
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