1st Line Support (Service Desk/Telecoms) - Glasgow

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Nine Twenty are delighted to be partnering with their long-term client on on the next stage of their recruitment drive in Glasgow. A 1st Line support candidate is required for their busy service desk. 

This is a technical customer service role in a fast paced and advancing environment dealing with innovative products and service within the M2M/ IoT sector. Using your strong technical knowledge you will take ownership of customer queries and effectively question customers to get to the route of the problem quickly, ensuring that you provide proactive solutions. 

The priorities of the role are to provide an enhanced customer experience by providing case management and telephone support for clients, as well as dealing with processes and services requiring advanced technical knowledge and skills. Managing 3rd party suppliers will be a key part of the role.

Roles and Responsibilities

  • Using your technical knowledge and expertise you will enhance the customer experience by providing expert process, product and service knowledge.
  • To take ownership of reported faults and providing a case management service, nurturing good relationships with suppliers to ensure that customer queries are dealt with consistently and to the highest standard.
  • To track reasons for escalations and make recommendations on process, skills or communication improvements that will enhance both the employee and the customer experience.
  • Deal direct with Customers using appropriate care skills and empathy as relevant to bring issues to conclusion.
  • Embraces change with the willingness to take on new responsibility with an aptitude for self-learning.

Skills and Knowledge

Essential

  • 6 - 12 months experience within a first line support role.
  • An  basic understanding of networking technologies such as TCP/IP, GSM, GPRS, 3G, 4G, VPNs
  • Strong Track Record of delivering excellent customer service.
  • A good understanding of Business SME and Corporate customers.
  • Experience in diagnosing network related faults 
  • A technical aptitude which facilitates an understanding of terminology and systems
  • A good standard of education is desirable (HNC minimum)
  • Must be articulate and a good communicator – written and spoken English.
  • A self-starter with an ability to perform functions without supervision.
  • Excellent knowledge of current mobile communication technologies

Desirable

  • HNC/D level qualifications or equivalent Telecommunication based qualification.
  • Experience of working within a B2B environment, managing cross functional teams, partners, and external suppliers.

To apply for this position, please send your CV to Rachael Baxter at Nine Twenty Technology.