Company based in West Yorkshire are looking for a Technical Support Advisor.
Purpose of the Job: To provide first line technical support to the company's customers and end users on the products. This role will have prime responsibility to support the DBM product range.
Key Tasks: Handle technical and support requests that the company receives via phone, email, fax and letter in efficient and professional manner.
Work as part of the Customer Front Office team to ensure that the Customer Front Office is operational during the published hours.
Liase with the Service Managers on nay customer issues that require escalation.
Identify any updates required on customer databases and ensure that changes are made accurately and in a timely manner.
Have a knowledge of all the company's products covering Satellite, cable, terrestrial and Digital Broadband Media.
Be the prime contact within the Customer Front Office supporting Digital Broadband Media products.
Provide effective and reliable contact point for customers on operational issues. Ensure that issues are escalated if appropriate.
Work with the Customer Front Office team to ensure that KPI's in any Support Contracts or SLAs are met.
70% of faults to be cleared at 1st point of contact.
Ensure that customer queries are closed in efficient manner and that the customer is fully informed through out the process.
Assist in the production of technical publications and handbooks.
Provide feedback on new products and software builds prior to and after release.
Qualifications/Training:
Good communications skills both written and oral.
Excellent telephone manner as approx 60% of queries handled are via the phone.
Experience of letter writing in response to customer enquiries.
Knowledge of Digital TV systems, cable, satellite and terrestrial.
ONC or equivalent in technical discipline would be advantage.
Knowledge of RISC OS, including writing of small applications in Basic and/or C and scripts (obey files).
Familiarity with a unix type operating system.
A general understanding of video broadcast technology and video over IP transmission protocols is required, together with a broad understanding of IP networking principles. | 
Contact
Darren Acton
 on 01260 299945 |
