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Job Description

Job Title: Faults Customer Service Advisor
Salary: 18,000
Location: Worcester
Hours: Full time 9.30-18.00

My client are looking for a full time 'Faults customer service advisor' to join them on a permanent basis.

Job Purpose
1.Be a central point of contact for all system for the company and customers
2.Remote Diagnosis of telephone systems, associated applications cabling to prove faults
3.Liaising with customers to diagnose faults and provide solutions.
4.Providing resolutions and keeping all parties informed, on the progression of faults.
5.First line fault resolution and escalations of complex queries to second line fix - PBX and Fixed.
6.Management, ownership & resolution of the faults ticket queue.
7.To provide technical advice and support to customers and internal staff on PBX and Fixed
Objectives
1.Maintain the company's fault resolution SLA
2.Fault Management & Ownership - the ability to resolve faults remotely in a prompt and effective manner
3.Communicating clearly & effectively with customers, keeping them informed at all stages of the fault process.
4.Identify improvement within the fault process and work with Service Manager to implement any changes.
5.Accurately log & diagnose all fault tickets and ensure accurate documentation is passed to engineers/3rd parties/escalation points etc.
6.Pro-actively increase knowledge of PBX and Fixed issues and create a Knowledge Base for colleagues
Responsibility
1.Maintain customer fault reports as required by the business
2.Keep the fault ticket queue to a management level
3.Frequently inform your line manager of your workload

Office Workforce are responsible for thousands of temporary, temp-to-perm and permanent vacancies across the Midlands. We operate from several prime locations in the area, and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs, and can assist you with the following job categories; Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management. We are always on the lookout for the very best talent, so if you know anyone, refer them to our professional and friendly team who will be more than happy to help.
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