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TECHNICAL SUPPORT ANALYSTSView Job details:
| Posted by: | Horizon Recruitment Sheffield |
| View all jobs from Horizon Recruitment Sheffield | |
| Address: | 23 Orchard Square Sheffield S1 2FB |
| Contact Details: | 0114 2755444 |
| Date Posted | 12th Aug 2008 |
| Reference Code: | |
| View Since Posting: | 69 |
| Salary: | £18,000-£23,000pa |
| Vacancy Location: | Sheffield city centre |
| Full Description: | |
| We are recruiting for an Award winning contact centre in Sheffield. We have an assessment day Sat 12th July. If successful the start date will be around 3-4 weeks after this date. Technical Support Analyst 6 months fixed term contract. Offering excellent benefits including lunch onsite, use of a gym, free drinks and use of pool table. TECHNICAL SUPPORT ANALYSTS £18,000- £23,000 p.a. Your role is to manage all incoming customer contacts within the Customer Support Centre of an IP service provision and associated products and services company, providing effective customer support in all instances. Do you have the ability to provide? • The ability to manage technical problems raised by customers, either fixing yourself or engaging the relevant specialists • The ability to manage appropriate network monitoring systems and run daily network checks Do you have an understanding of…? • A range of IP services and Internet Protocols • Fault identification, diagnosis and resolution • End to end Network Protocols • Set up and configuration of ADSL Hardware, Email Clients and VoIP and Wireless Networking Do you have the ability to…? • Work effectively both as part of a team and on an individual basis • Approach problem / fault diagnosis in a systematic manner • Manage time effectively to ensure target achievement • Handle customer interactions in a professional, assertive manner JOB DESCRIPTION TECHNICAL SUPPORT ANALYST SUMMARY Your role is to manage all incoming customer contacts within the Customer Support Centre of an IP service provision and associated products and services company, providing effective customer support in all instances. ROLES & RESPONSIBILITIES You are required to… • Behave in a way that embraces the Business Model at all times in all interactions • Be the voice of the customer, take ownership of and escalate all perceived and known issues in order to initiate swift resolution • Provide a quality customer experience to all of the company’s customers, internally and externally • Engage with customers promoting self-serve and community support • Perform fault identification, progression and analysis • Provide support for technical based systems such as Hostmaster, Postmaster and Abuse Administration • Work effectively within your team • Drive continuous improvement of internal and external processes SKILL REQUIREMENTS Customer Support Agents need to demonstrate a range of skills and competencies. These skills are represented in detail in the CSC Skills Matrix, and include (but are not limited to) the following… Core Skills You are required to demonstrate… • Excellent communication skills, both verbal and written and call handling skills • A broad understanding of the business, including the product portfolio and systems • Ability to… • Work effectively both as part of a team and on an individual basis • Approach problem / fault diagnosis in a systematic manner • Manage time effectively to ensure target achievement • Handle customer interactions in a professional, assertive manner |
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