Technical Support Advisor, Jobs, Scotland, Glasgow, 4812
This vacancy is no longer advertised

Technical Support Advisor - Glasgow

£18,000 - Technology - IT- Tech Support
Ref: 4812 Date Posted: Wednesday 21 Jun 2017
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Nine Twenty are delighted to be assisting in the recruitment of a Technical Support Advisor for their long-term client based in Glasgow. 

This is a customer service role in a fast paced and advancing environment dealing with existing and new innovative products and services.  You must be ready to think differently, using your knowledge and problem-solving skills you will take ownership of client queries and effectively question customers to get to the root of the problem quickly, ensuring that you provide proactive solutions.

The priorities of the Technical Support Advisor are to support an enhanced customer experience by providing in the main: 1st line support, service requests and incident management support for corporate and business customers. Liaising with 3rd party suppliers (typically MNO’s) and other teams within the business will be a key part of the role.

Responsibilities:

  • Provide 1st line technical support and customer service for corporate and business customers as part of the Service Desk team
  • Ensure an exceptional level of customer service and satisfaction
  • Troubleshoot and resolve front line issues and queries, ensuring a timely resolution in line with published Service Level Agreement
  • Effectively liaise with 2nd and 3rd line teams as well as 3rd parties to troubleshoot and resolve tickets
  • Promote the Service Desk in providing a one-stop service support solution while encouraging the use of self-help tools available in the client portal
  • Deal directly with customers using appropriate care skills and empathy where relevant to bring issues to conclusion
  • Embraces change with the willingness to take on new responsibilities
  • An ability to keep yourself updated on new processes and an aptitude for self-learning

Skills and Knowledge:

Essential:

  • Min 2 years’ experience working within a service desk environment preferably ITIL based
  • Strong Track Record of delivering excellent customer service
  • An aptitude for learning which facilitates an understanding of terminology and systems
  • Must be articulate and a good communicator – written and spoken English
  • A self-starter with an ability to perform functions without supervision
  • A sound knowledge of current mobile communication technologies
  • Excellent working knowledge of MS Windows Operating System and the MS Office Suite

Desirable:

  • Working within a Telecommunication/IT based role
  • An awareness and understanding of technologies such as TCP/IP, GSM, GPRS, 3G, 4G. GGSN, routing & switching, Wireshark, PPTP, IPsec would be beneficial
  • Experience of working within a B2B environment, managing cross-functional teams, partners, and external suppliers
  • Understanding of M2M and IOT technologies in a business-to-business support environment
  • Experience using Atlassian products such as Jira, Service Desk and Confluence

To apply to this position or find out more, please get in touch with Rachael at Nine Twenty.