Job Title - Technical Support Adviser Telco 1st Line

Reports to - Service Desk Manager

Department - Operations

Salary - £23,000

Location - Please note, this position can be based out of any Focus Group office across the UK.

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

We are now recruiting for an Technical Support Adviser Telco 1st Line.

The Service desk is responsible for providing excellent customer service to all our clients and dealing with all faults that arise. As part of this team, you a required to provide 1st line support and customer service in the areas of; WLR, SIP, Hosted Telephony, PBX Telephony and Internet Services including managed services.

Essential Skills

• Customer service focussed with an excellent telephone manner.
• A demonstrable ability to follow process and build a reassuring rapport with customers.
• The ability to remain calm and composed when dealing with a difficult customer to establish confidence whilst an issue is resolved.
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed, and able to keep on top of all tasks and escalations whilst assuring excellent customer service at all times.
• Accurate numeracy, written and data entry skills.
• An analytical and methodical problem solver.
• Be adaptable to change in processes.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.

Requirements

• A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated and pro-active.
• Proficiency in MS Word, Excel, and maintaining clear and accurate task and customer data.
• A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort.
• Be willing to go the extra mile for the sake of the customer and the business.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.