Technical Support Advisor Job Description Template
Our company is looking for a Technical Support Advisor to join our team.
Responsibilities:
- Raising of faults with relevant suppliers following agreed processes;
- Prioritisation of all incidents / requests and responding to these with agreed SLA’s;
- Provide accurate and detailed communication to the customer at every stage of the fault cycle;
- Deliver a world class technical support service to our customers;
- Proactively communicate with your team, wider teams, partners and customers to ensure faults are resolved as quickly as possible.
Requirements:
- An understanding of ADSL, Fibre, networking and associated broadband technologies;
- Display a positive team ethic to ensure that all faults/ enquiries are dealt with to the customer’s satisfaction;
- Ability to remain calm, patient and polite in frustrating circumstances;
- Have a Right First Time approach to fixing faults;
- Recently educated to degree level or similar in suitable technical discipline;
- Analytically minded for problem solving;
- Drive, enthusiasm and ability to work under pressure to tight deadlines;
- Ability to prioritise work effectively and to assume responsibility without direct supervision;
- Ability to manage change and effectively pass on the information down the line to concerned member of the team;
- Developed personal organisation skills encompassing a high degree of accuracy and good attention to detail;
- Logical thinker;
- Understand project requirements, coordinate and direct the task in the right direction in a timely manner;
- Team player in a cross functional/cross technology team;
- Professional Manner on the phones for calls from Internal colleagues only;
- Excellent communications with fluency in English, written and oral.