Technical Support Engineer Bath, England
Job description
Role
Our Technical Support Agents are responsible for providing technical support with a customer-centric focus. This position will see you take a place within our Technical Support Team.
This role will primarily be focused on servicing our Multi User VoIP, Wave, TeamsDR, Office 365, SIP & IAX Trunk customers to help and resolve their technical issues.
The Platform Support team will operate on an 8-hour shift rotation between the hours of 7 am – 7 pm Monday to Friday.
As a Technical Support Engineer, you will have the willingness to learn and a proactive attitude. A passion for delivering excellent customer service. And a problem-solving attitude. With the ability to investigate, troubleshoot, escalate, and resolve issues in an efficient and professional manner.
Responsibilities
Customer Satisfaction
· Ensure the delivery of high-quality technical support
· Ensure customer service response is timely and accurate
· Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
· Meeting defined metrics/benchmarks.
· Making sure that standards and processes are followed.
Processes and Procedures
· Triage, investigate and resolve technical support requests.
· Coordinate support issues between customers and 3rd party vendors
· Communicate appropriately internally and to customers
· Establish best practices throughout the entire technical support process
· Drive ticket resolution within predefined service level agreements
· Monitor and manage phone queues
· Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers
· Manage and maintain partner relationships as required
Communication
· Follow up with customers as part of the service lifecycle
· Provide customer feedback to the appropriate internal teams (eg Key Account Managers)
· Advise management on situations that may require additional client support or escalation
Core Skills
· Experience working in a client-facing service desk environment
· Analysing Information and excellent troubleshooting skills
· Excellent organisational and time management skills.
· Knowledge of Cloud Telephony and Networking infrastructure
· Experience in trouble shooting and configuring Networking and Voice related technologies
Requirements
· Previous work experience as a Technical Support Engineer.
· Knowledge of VoIP is essential.
· Knowledge of Microsoft Teams & Office 365 is an advantage but not essential.
· Knowledge of Wireshark is an advantage but not essential.
· Ability to support multiple user types from non-technical users to IT professionals.
· Customer-service oriented with a problem-solving attitude
· Excellent written and verbal communications skills
Role Competencies
Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position
Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed
Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate
Technical skills – Commits to being knowledgeable and up-to-date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business’ core areas. Shares expertise and knowledge with others
Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.
Core Competencies
Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.
Personality
Engaging – Working with diverse Engineering teams and getting the best from them
Disciplined – To meet tight timelines and drive the teams to success
Down to Earth – Gradwell people are straight forward and grounded
Friendly – Gradwell people like to make the work place a fun and relaxed place to be
Helpful – Gradwell people will always look for ways to help each other and their customers
Persistent – Gradwell people can be relied upon to get the job done – whatever it takes
Values
Personal - Kind, Human, Caring
Pioneering - Expert, Masterful, Skilled
Proactive - Driven, Energetic, Agile
What we will offer you:
A generous basic salary (based on experience and qualifications) Salary range £22K- £24k
Great funded training opportunities
Progression opportunities as part of a fast growing, successful company
Opportunities for flexible hours
Life Cover
Company Pension Scheme
32 days holiday (24 days + Public Holidays) increasing with long service
Paid sick pay of 20 days a year
Subsidised Bupa dental cover (after probation)
Subsidized gym membership (after probation)
Cycle to Work Scheme (after probation)
Charity day (after probation)
Free Broadband Service (after probation)
Job Types: Full-time, Permanent
Salary: £22,000.00-£24,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Flexitime
- Monday to Friday
Application question(s):
- How many years experience do you have as a Technical Support Engineer
- Do you have knowledge of Teams & Office 365
- How many years experience do you have in Customer Service
Work Location: Hybrid remote in Bath, BA1 2DA
Reference ID: TechS1
