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2nd Line Technical Support AgentCity

  • Location: City of London, London
  • Sector: Secretarial
  • Salary: £24000 - £32000 per annum
  • Job type: Permanent
  • Date posted: 16/04/2018
  • Job reference: MM - 4666
This vacancy has now expired.

My client who is an international virtual contact solutions organisation based in the City is looking for a recent graduate in IT with some work experience within technical support. The key requirement for this role is the ability to write basic SQL and the willingness to learn new products. Full product training given.

Working Hours: 37.5 hours per week Monday to Friday on a slight shift to cover 8:00am to 5:30pm + 1 week in 4 on call (being available on the phone in case of major service outages) which is paid extra


  • Responding to customer queries & requests via phone, email & ticketing system
  • Regularly communicating with customers & internal departments regarding status of tickets and updating tickets accordingly.
  • Liaising with colleagues and third parties to gather information and resolve issues in a timely & efficient manner.
  • Troubleshooting problems for first time resolution of issues, wherever possible
  • Identifying and escalating priority issues to Development or Infrastructure.
  • Assisting colleagues in Customer Support with technical issues
  • Calling customers to confirm successful issue resolution (e.g. bug fixes).
  • Maintaining the accuracy and completeness of all recorded data.
  • Ensuring compliance with external regulations & internal policies/procedures
  • Effectively building and managing relationships with customers both internally (e.g. Sales) and externally (resellers and end users).
  • Any other related duties as required.

Skills & Experience Required

  • Experience within a Support Team in telecommunications or related sector
  • Must be able to show a good level of SIP network protocol to some degree.
  • Experience In Computer Networking TCP/IP and SIP
  • SQL & MySQL
  • Some experience with PHP and Javascript would be an advantage but not is essential.
  • Ability to evaluate, troubleshoot,& follow up on customer issues as well as replication & documentation for further escalation to the Development team
  • Experience working with a ticketing system such as Zendesk, Jira, etc. would be desirable but not essential
  • Understanding of the way in which call centres operate call centre solution:
  • Degree in Computer Science/Computer Networks or related
  • Previous experience in technical support role

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