First Line Support

First Line Support

Location: Cardiff (CF10) , Cardiff View map Salary: Upto 22,000 per annum Date posted: 01/06/2012 10:00 Job type:Permanent Company: Epitiro Group Limited Contact: Jennifer Butcher Ref: Totaljobs/SMS-FLS Job ID: 53745756

We have an immediate opening fora First Line Supportpersonto join ourService Management & Support division based in our head office in Cardiff.

This role will work closely with Second Line Support and Technical Account Managers and act as first point support contact for all customers via email and by phone within a technical environment.

The candidate will filter all customer raised queries, categorise and prioritise them accordingly with an aim of speedy resolution. If escalation is required, the candidate should ensure that the required detail is gathered before escalation to the correct department. During this process the candidate should ensure that customers are kept up to date with the progress of their issues regularly and where required throughout the working day.

The full range of Epitiro products will be supported, specifically the reporting tools, and will be required to have a good understanding of our backend product infrastructure.

Routine daily task and checks will be performed on all customer systems ensuring they are collecting and reporting data, where possible, fix or apply a workaround before escalating.

This role will also require supporting the Sales team with customer product trials and the Project Managers when necessary via requests from Second Line Support.

All first line customer support, acting as first point of contact for customer technical and product queriesUpdate customers in a timely and professional manner Categorise and resolve customer tickets and route/escalate to correct departments where requiredResolution of issues effectively and efficientlyCustomer account configuration and product supportDevelop and learn full Epitiro product suite and analysis of dataDevelop and maintain first line process, procedures and workflows in an evolving department Daily use of product administration, ticketing and NMS systemsDevelop good interdepartmental relationshipsMaintenance of team workflows and ticketing system configurationMaintenance of NMS content and Knowledge Data Base entriesPerform routine daily checks on all customer systems ensuring they are collecting and reporting data

Skills/Experience

The following skills and experience are essential

Previous experience of direct customer support or within a customer support environmentExcellent communication both written and verbalFront-end application and product supportexperienceFamiliarisation with using support ticketing systems; issue classification, prioritisation, escalation and workflowsWorking knowledge of TCP/IP layersGood Understanding of Windows XP and Linux environmentsMobile and ADSL industry knowledge

The following skills and experience are desirable

SQL query and database knowledge/exposureMaintenance of ticketing systems and team workflows Experience working with ISPs and/or MNOsWireshark (ethereal) packet capture and analysis knowledgeWorking knowledge of DNS and DHCP protocols

Personal Attributes

Professional and Customer focused Attention to detailIndividual needs to be productive and responsive to customer and internal requests Effective communicator; written and verbalStrong sense of integrity and conscientious approach to work

Company Profile:we are one of the worlds fastest growing test, measurement and benchmarking companies. Our products cover the full lifecycle of testing requirements from the Lab, Pre-deployment Field Trials and In-service network monitoring, characterisation and competitive benchmarking.

Please send CV to jobs@epitiro.com; no agent enquiries