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TECHNICAL SUPPORT ANALYSTS - Fixed Term

Posted By: Plusnet
Address:
Contact:
Date Posted: 17th Nov 2008
Salary: £18,000-£23,000 (dependent upon experience)
Location: Sheffield (S1 4BY)
Reference Code:
Views Since Posting: 137
Full Description:

SUMMARY
Your role is to manage all incoming customer contacts within the Customer Support Centre of an IP service provision and associated products and services company, providing effective customer support in all instances.
ROLES & RESPONSIBILITIES
You are required to…
•Behave in a way that embraces the Business Model at all times in all interactions
•Be the voice of the customer, take ownership of and escalate all perceived and known issues in order to initiate swift resolution
•Provide a quality customer experience to all of the company’s customers, internally and externally
•Engage with customers promoting self-serve and community support
•Perform fault identification, progression and analysis
•Provide support for technical based systems such as Hostmaster, Postmaster and Abuse Administration
•Work effectively within your team
•Drive continuous improvement of internal and external processes

SKILL REQUIREMENTS
Customer Support Agents need to demonstrate a range of skills and competencies. These skills are represented in detail in the CSC Skills Matrix, and include (but are not limited to) the following…

Core Skills
You are required to demonstrate…
•Excellent communication skills, both verbal and written and call handling skills
•A broad understanding of the business, including the product portfolio and systems
•Ability to…
oWork effectively both as part of a team and on an individual basis
oApproach problem / fault diagnosis in a systematic manner
oManage time effectively to ensure target achievement
oHandle customer interactions in a professional, assertive manner

Communications
You are required to demonstrate…
•Effective communication of Service affecting problems to the customer base in public forums and via the portal
•Ability to manage professional customer communications via the standard channels: PlusNet Forums, Service Status postings, ADSL guide, PUG etc

Business Processes
You are required to demonstrate…
•An understanding of all PlusNet processes and escalation paths
•Ability to identify and provide solutions for generic process and system issues that impact on the role of your team.
•Willingness to take ownership of and drive resolution for problems that have been identified
Technical
You are required to demonstrate…
•Ability to manage technical problems raised by customers, either fixing yourself or engaging the relevant specialists
•Ability to manage appropriate network monitoring systems and run daily network checks
•An understanding of…
oA range of IP services and Internet Protocols
oFault identification, diagnosis and resolution
oSupplier relationships
oEnd to end Network Protocols
oSet up and configuration of ADSL Hardware, Email Clients and VoIP and Wireless Networking

Team Working
You are required to demonstrate…
•Ability to perform a wide variety of roles as part of the overall team objectives
•Ability to contribute to team goals and targets
•Organisation skills that allow you and your team to meet core team responsibilities
•Ability to identify effective ways to develop team co-operation
•Ability to manage the team, or parts of the team as appropriate

ADDITIONAL RESPONSIBILITIES
•Follow all published business standards including, but not limited to, Best Practices and take responsibility for reviewing and updating these as and when change is identified and required
•Perform additional duties in support of PlusNet business objectives as reasonably requested by management and Team Leaders