1st Line Support - Manchester, United Kingdom - IP Exchange Limited

Description

Overview:

As our First Line Support Engineer, you will be the first point of call for everyone contacting IP Exchange Ltd.

We are looking for a personable and confident individual, who can communicate well with people and be able to operate in a busy office environment.

You will provide our customers with the highest level of customer service, whilst providing 1st line technical support.

• Create a positive first impression and experience for all who contact our organisation. Greeting callers in a pleasant manner and provide clear and accurate information over the phone; directing individuals to the correct person and take clear written messages.
• Build strong relationships with our customers, and suppliers always.
• Be the first point of contact for inbound enquiries from our customer base, carry out first line checks, and escalating tickets and calls to the relevant service team members; this will include but is not limited to mobile, hosted, connectivity & IT support (on the job training will be provided).
• Update customers according to IPEX SLAs by phone and our ticketing system
• Freshdesk.
• Liaising with Suppliers as and when required to assist in resolving customer issues, carrying out relevant testing as per their recommendations.
• Monitor and review tickets and ensure they are closed appropriately and only once a resolution has been confirmed.
• Escalate service issues as required, maintaining point of contact with the customer where possible, for continuity.
• Assist the team to carry out relevant testing on any changes that have been implemented to ensure the systems and services are working as expected.
• Requesting support from other members of the service team in busy periods.
• Liaising with Account Managers regarding customer requests.
• Manage our mobile connectivity process

Including:
data management, alerts/bars, SIM card stock and forwarding relevant details to the Accounts team (full training will be provided)

• Provide basic system training to our customer base as and when required (full training will be provided).
• Assist with the completion of customers feedback forms.
• Collating reports for the management team
• Creating and sending out agreements and order forms
• To input and maintain customer records.
• Assists with all general administrative tasks.
• Prepares outgoing post organising deliveries and collections.
• Requirements:

Excellent phone etiquette and communication skills
Ability to multitask and prioritize tasks effectively
Strong analytical and problem-solving skills
Prior experience in a customer service or technical support role


Job Types:
Full-time, Permanent


Pay:
£18,000.00-£22,000.00 per year


Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Gym membership
• Onsite parking
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Education:

• A-Level or equivalent (preferred)

Experience:

- customer service: 2 years (required)


Licence/Certification:

• Driving Licence (preferred)

Work Location:
Hybrid remote in Manchester


Reference ID:
IPEX-1LS

Expected start date: 01/05/2024