Role Overview 

We are seeking an experienced technical support professional with a solid background in telephony and broadband systems to join us in a First Line Customer Support role.  

This role is essential for ensuring seamless operation and support for our telephony and broadband services. You will handle technical issues, manage system faults, and oversee maintenance tasks to guarantee high performance and customer satisfaction. 

Key Responsibilities 

• Provide advanced support for telephony and broadband issues. 

• Act as the escalation point for complex faults and system configuration challenges. 

• Telephony and Broadband System Maintenance: 

• Oversee the maintenance of VOIP and on-premises phone systems, ensuring they operate efficiently and effectively. 

• Manage broadband network configurations and resolve any issues related to broadband performance. 

• Troubleshooting and Issue Management: 

• Identify, troubleshoot, and resolve faults within telephony and broadband systems in line with agreed SLAs. 

• Maintain proactive communication with clients to update them on the status of ongoing issues. 

• Customer Service Excellence: 

• Deliver exceptional customer service by addressing support queries with professionalism and urgency. 

• Ensure that all interactions with customers reflect a high level of service and support. 

• Documentation and Reporting: 

• Accurately log all support requests and incidents in the Salesforce system. 

• Maintain detailed documentation to facilitate seamless handovers and future reference. 

• Billing and Contract Support: Address and resolve customer billing and contract-related queries effectively. 

• System Configuration and Setup: Configure routers and perform system builds to support telephony and broadband requirements. 

• Coordination with Third Parties: Liaise with third-party vendors and service providers as necessary to resolve issues and implement solutions. 

• Process Adherence:  Follow internal processes and procedures to ensure consistent and high-quality support delivery. 

Essential Criteria 

• Minimum GCSEs, including Maths and English, or equivalent qualifications. 

• Excellent communication, interpersonal, and active listening skills. 

• Strong organisational skills and the ability to work independently. 

• In-depth experience with VOIP and on-premises telephony systems, including Gamma, IPECS LG (cloud and on-prem), and NEC. 

• Proven technical support experience in both telephony and broadband sectors. 

• Proficiency in Microsoft Outlook, Word, and Excel. 

• At least two years of experience in a similar technical support role.