B2B Technical Support Analyst

To provide guidance and support to customers on Technical Support related queries.

Delivering excellent customer service and a first time fix.

Sharing best practice and working with the Technical Support team to improve the service we deliver.

  Principal Accountabilities

- Working with Business Services Team to provide technical expertise.
- Manage the inbound web, email or telephone enquiries process ensuring all enquiries are responded to appropriately.
- Supplier liaison and management.
- Ensure documented procedures are in place for technical fault resolution and technical queries.
- Encouraging through example a process improvement culture.

- To handle telephone, email and postal enquiries from existing customers in a professional but friendly way ensuring customer needs are met.
- Understand customer needs and identify root cause of any faults with the service.
- To identify and rectify faults, liaising with our suppliers and other department members.
- Ensure effective and timely communication is maintained with the customer throughout the life of faults.
- Identify customer delivery issues during the fault cycle and escalate appropriately.
- To maintain up-to-date and accurate customer information.
- To provide support to our customers via the Live Chat service on our website.
- To communicate with our suppliers in order to swiftly resolve any customer faults/issues.

 Knowledge, Skills and Experience Needed

- A knowledge of Telecoms both fixed and mobile is required; in particular MPLS, ADSL and VDSL, email clients and servers, POP/IMAP, wireless configuration and a knowledge of Windows/Mac, IOS/Android.

Candidates will have a good understanding of networking, wireless, Ethernet, pinging, traceroutes, general telecoms knowledge, how to set up a router and mobile.
- Knowledge of Leased Lines, hosted solutions & domains.  

- Experience of mobile diagnostics and repairs.
- Experience of dealing with customers over the phone, live chat, email & video calling.
- Experience of working in a team whilst working independently to agreed standards
- Good administrative skills
- Good written and spoken English, including excellent telephone skills.
- Computer skills, including the ability to use Microsoft Office and other computer packages
- Good knowledge of customer care processes and the ability to learn new methods
- Able to relate professionally & appropriately to a broad demographic
- Willing and able to undertake training to develop new skills




  • Start: 04/09/2020
  • Rate: £24000 per annum
  • Location: Manchester,England
  • Type: Permanent
  • Industry: IT
  • Recruiter: BPM Tech Limited
  • Contact: Charlie Jaffry
  • Tel: 01484 717739
  • Email: to view click here
  • Reference: V-35820-7
  • Posted: 2020-09-04 08:55:24 -

  • View all Jobs from BPM Tech Limited

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