Job Purpose Summary A key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues.
Role Responsibilities Main Duties To take ownership of customers issues, ensuring they are resolved in a timely manner.
To provide 1st line technical support, answering support queries on the telephone, and responding to support Email queries.
To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures.
To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures.
To log all answered calls on the call logging system.
To respond to Email queries from customers in a timely manner.
To provide pre-sales technical support to customers, & internal sales teams.
To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with establish procedures, and items are returned back to customers in a timely manner in accordance with established procedures To carry out product testing and customer setup replication To identify and write product FAQ documents to publish on the company web site To carry out any other duties in line with technical or business requirements Additional Responsibilities Skills & Personal Attributes Key Attributes You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner Excellent oral and written communications skills as most of your work involves speaking to customers on the telephone or responding to Emails by writing technical instructions.
1-2 years' previous experience in a technical support role Excellent understanding of the technical fundamentals of Ethernet Routing principles A very good working knowledge of PC's, and MAC's would be advantageous Technical Skills TCPIP, Class A, B, C (IPv4), DNS, DHCP, SNMP, UDP, FTP IPv6, Any skills advantageous VPN, IPSec, PPTP, L2TP Routing, ADSL, VDSL, VPN, QoS, failover, load balancing.
VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS Wireless Networking, IEEE 802.11bgn, WPA(2), SSID, WDS, WPS, dual band Web Content Filtering Educational Degree level in Computing, Maths, or similar IT certifications desirable, e.g.
MCSE, CCNA, CompTIA A+ Key Traits CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company.
We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
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