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Parkside Office Professional
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High Wycombe, Buckinghamshire
1ST Line Support Agent
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
As a Support Agent you will be the first point of contact for our converged customers with cloud-based IP telephony solutions. You will work in a dynamic and highly focused team. You will be principally responsible for undertaking standard change requests and liaising with our partners who provide more in-depth technical support. This is a busy role with demanding clients and challenging SLA's to meet. You need to be strong-willed, resilient and able to adapt and refocus quickly. We're incredibly energetic, move at pace and priorities can change. Responsibilities: To monitor Incidents to ensure that the appropriate action is being taken to meet SLA. Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information Contact third party suppliers to log support calls, get updates on open support calls or request technical support. Liaise with internal departments, vendors and suppliers where required. Assisting in internal and external customer report generation. Assist with ad hoc tasks relating to implementation projects, support projects or support administration. Regularly update open tickets in CRM with up to date and clear information. Update customer specific documentation where required. Ad-hoc duties as required. Able to work out of hours as part of an on-call rota. Experience: At least one year's experience in a technical role Experience in the support of VoIP infrastructure technologies and VoIP protocols, example vendors including Mitel, Avaya, Gamma and Cisco. Experience dealing with customers, over the phone, via email or face to face. Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers (desirable) ITIL Foundation (desirable) 37.5 hour working week Just some of the benefits here include a 10% bonus Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.