Current Vacancies at Exchange Communications

Are you : Curious?

Then you might be just who we're looking for.

Join our team - Please select from the two vacancies below for further information.  

To apply for either role please submit your CV using the form below.  Please note that due to the volume of applications we expect, only those selected for interview will be contacted.

Managed Services Administrator 

Location - Glasgow Head Office ( Office based.  Monday to Friday. 9am - 5pm. )

Role Description
An excellent opportunity for an experienced, enthusiastic and enterprising individual to join our Managed Services team. You will be part of a team responsible for the first line support to our business customers. This role will encompass customer service and administration tasks, with the candidate being responsible for the delivery of orders, logging of fault incidents and following through to resolution and processing monthly billing. You will be expected to deliver a high standard of customer service to our existing and growing customer base through efficient handling of each query and solution provided.

Requirements

  • Minimum 1 years’ experience working within a telecoms manged service provider.

  • Proven track record of delivering exceptional customer service in a managed service role.

  • Experience in managing faults, communicating with carriers, working to SLA’s, billing, IP and hosted telephony is essential.

  • Experience in Salesforce and Ability preferred.

  • Competent IT skills, proficiency in excel required.

  • Have a professional telephone manner, a proficiency in English.

  • Have excellent interpersonal skills.

  • Be motivated, a self-starter and team player.

  • Attention to accuracy and detail.

  • Ability to prioritise and time management.

  • Competent decision maker.

Responsibilities

  • Provisioning of fixed line install and transfers of PSTN, ISDN2, ISDN30, data connectivity, ADSL, FTTC and FTTP as well as Inbound and outbound voice products, IP telephony and hosted telephony.

  • Placing customer orders, this will involve liaising with customers and network providers to ensure smooth and efficient delivery of our products and services.

  • Aptitude to manage faults incidents from 1st line support through to resolution, logging to carriers and bring to resolution within service level agreement whilst providing regular customer updates.

  • Ensure full knowledge of company portfolio, products and services are attained to order to prepare customer quotations and assist the sales team secure new business.

  • Support and assist the sales and bid teams with quotes, pricing, solutions when required.

  • Maintain company database accurately logging all orders, faults and quotes on the CRM system.

  • Prepare monthly billing accurately liaising with the Finance team to ensure correctly executed.

  • Actively engage with other teams and senior management to discuss solutions, new business ideas, key analysis of MS services provided.

Service Desk Administrator

Location - Glasgow Head Office ( Office based.  Monday to Friday. 9am - 5pm. )

Role Description
As Service Desk Administrator you will have the ability to work both independently as well as work cohesively as part of a small team.  You will be part of a team responsible for the first line helpdesk support to our business customers, assisting with hardware and software problems via phone and email. You will positively engage with the customer to gain detail to identify any issues and escalate to the engineering team for resolve via a ticketing system. You will provide a friendly and proactive service to customers and conduct efficient handling of each query, advise customers of the solution and follow through to resolution.

Requirements

  • Minimum of 3 years’ experience in an B2B administrator role.

  • Telecoms sector experience preferred.

  • Salesforce experience essential.

  • SAGE experience advantageous and competent IT skills required.

  • Proven track record in managing faults, handling queries and advising customers of required support.

  • Experience working to service level agreements.

  • Ability to handle system support activities, delegation of duties to the engineering team and monitoring jobs through to completion.

  • Attention to detail and accuracy logging jobs, faults and updating the customer database on the CRM system is essential.

  • Ability to resolve support issues in a prompt and professional manner.

  • Have a professional telephone manner, a proficiency in English.

Responsibilities

  • First point of support contact for both new and existing business customers, handling incoming calls and emails from customers across the UK.

  • Providing a friendly and proactive service to customers.

  • To log all calls and resolutions accurately via the helpdesk logging system.

  • Ensure customer expectations are managed via regular updates and ensure service level                 agreements are met.

  • Escalate jobs to the engineering team via the ticketing system.

  • Liaise with other internal departments in relation to all aspects of Service Desk requirements to ensure the best solution is provided, consistent with the customer support contract.

  • Liaise with the Finance team to ensure all completed jobs are invoiced and signed off.

  • As and when required lisie with business suppliers, ordering hardware / software as and when authorised.

  • Daily administration for the engineering team’s schedules.

  • Booking and arranging site visits for faults, surveys and maintenance testing.

  • Ensure replacement equipment returns to suppliers.

Select one of the options below: 
Managed Services Administrator
Service Desk Administrator
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Connect with us

Head Office
Exchange House
11-17 Kerr Street
Kirkintilloch
Glasgow
G66 1LF

Tel : 0808 164 2525

Oxford Office
5 Chapel Mews
Bicester
Oxford
OX26 6BS

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