- Provide remote 1st line support to customers; answering support queries via telephone or email.
- Troubleshooting and investigating issues as they arise and resolving within the agreed SLAs
- Maintain a high degree of customer service at all times for all support queries
- Adhere to all internal processes.
- Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case is ongoing.
- Investigate and resolve customer billing and contract queries.
- Log all calls accurately in the Salesforce system and maintain full documentation allowing others to pick up if necessary.
- Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately.
- Escalate more complex service issues to your 2 nd line if you are unable to assist
- Liaise with third parties as necessary to resolve any issues as they arise
- Good standard of education; minimum GCSE (including maths and English) or equivalent.
- Excellent communication and interpersonal skills including verbal, written and active listening skills.
- Strong organisational skills.
- Ability to work on own initiative.
- Working knowledge in the use of Microsoft Outlook, Word and Excel and excellent IT Skills.
- One year's experience working within a similar environment.
- Career progression opportunities
- Access to in-house training and development coach
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Business Support - Belfast, United Kingdom - Barclay Communications
Description
We're looking for the ambitious, self-driven and dedicated people. The ones that want to get stuck in and learn new things. We don't expect you to be everything, to everyone, just someone who fits with our family business values and award-winning culture. Our teams are hard-working and progressive. They celebrate achieving personal goals, career development and individual accomplishments. They want to see you thrive within your role, offering yearly appraisals to map out a path for success. Our goal is to encourage you to be the best you can be, and we recognise stand-out people through internal promotions and structured growth opportunities. We are experts in our field, operating for over 25 years in business telecommunications. We pride ourselves on offering a secure working environment for our people and the opportunity to work with leading tech in the mobile, landline, IT and software sectors. So, if you'd like to be a part of our growth plans for the future, we'd love to hear from you. The Role : Business Support (Full Time/Permanent, On-site) Salary : Dependent on experience Hours: 39.5 per week excluding meal breaks (Monday – Thursday 8:30am to 5pm and Friday 9am – 5pm)
Responsibilities will include:
Skills and Experience:
What We'll Give You
We are an equal opportunities employer. We adhere to all relevant legislation and offer services regardless of age, race, sex, disability or religious belief. All offers of employment are subject to satisfactory references and Basic Access NI criminal record check. Having a criminal record will not necessarily debar you from employment with Barclay Communications. This will depend on the nature of the position, together with the circumstances and background of your offences. To apply, please email your CV to
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