Customer Support Technician - Direct
Gamma is currently looking for an enthusiastic team player, with excellent communication skills to join our Customer Care team. The role will incorporate a range of key customer service activities which include answering incoming calls, facilitating outbound contacts and ensuring customers finds it easy to do business with Gamma. The Customer Support Technician will be working on a case by case basis and be the main contact for all customer query types across faults and provisioning (placing orders or managing orders that have already been placed) as well as being responsible for managing the completion of any activity to service level agreements SLA's. Support will be provided across a range of products (both Gamma and 3rd party) Technical knowledge is desirable, Must possess the ability to articulate in a language understood by all customers.
Duties will include:
Receive and correctly log faults
After training complete the full diagnostics with end users to enable a high percentage of fault resolution at first point of contact
Ensure all faults are progressed & cleared within SLA as before?- escalating to other internal and external teams as required - These are internal or 3rd party contacts
Keep customer communication lines open with regular updates being provided on the fault progression.
Provide notice of any expected service disruption to customers
Order placement and provisioning
Place product orders using a variety of internal and external systems
Clearly communicate timelines for provision to customers within the realms of our customer service training.
Case manage provision activities to ensure actioned within SLA advised at industry
Clearly communicate progress to the customer throughout the process - this is referenced a lot does it need to be here?
Provisioning will be for both large scale complex projects and business as usual provisioning requests - what's a provisioning request - is there a better way to explain this?
Customer Query resolution
Identify potential repeat contacts, escalate accordingly into account management teams
Escalate as necessary on behalf of the customer - both to the appropriate team and to line management
Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout
Provide clear customer communications via both email & phone contact
Use appropriate (i.e. tailored to the callers telco knowledge) and professional language through customer communication
Telecommunications experience is desirable but not essential