JOB TITLE: Field Support Co-ordinator (Telecoms)


Industry : IT & Telecoms Job Location : Abingdon
Job Reference : 12083BC Job Category : Telecommunications
Employment Type : Permanent Posted : 12/01/2016
 
Salary & Benefits : £20000 - £25000 per annum + Excellent Benefits
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Job Title: Field Support Co-ordinator (Telecoms) Location: Abingdon Salary: £20,000-£25,000 The Opportunity We have a great opportunity for an Field Support Co-ordinator to join one of the UKs most successful telecoms organisations. Looking for somebody who has experience in high quality customer service and has ideally supported Engineers in the field before. Working with the Installation Engineers who are performing cable and broadband installation into customer premises.


Job Description

Job Title: Field Support Co-ordinator (Telecoms)
Location: Abingdon
Salary: £20,000-£25,000

The Opportunity
We have a great opportunity for an Field Support Co-ordinator to join one of the UKs most successful telecoms organisations. Looking for somebody who has experience in high quality customer service and has ideally supported Engineers in the field before. Working with the Installation Engineers who are performing cable and broadband installation into customer premises.
It be the role of the Field Support Co-ordinator to deal with day to day issues, scheduling and to remotely test installations. The company are known for providing great customer service and being at the fore-front of the telecoms industry this is an exciting, dynamic workplace and great career prospect.

The Role
As the Field Support Co-ordinator you will be responsible for assisting Engineers in the field by providing support to Customers in the processes of installation, activation, trouble shooting and fault fixing. Reporting to the Head of Customer Care, the main duties of the Field Support Co-ordinator role will include:

* Scheduling and progression of customer installation workflows including identifying the 'fall-out' from the automated path to ensure customers are activated as quickly as possible.
* Scheduling and progression of Field Engineering Contractors in support of customer issues.
* Working with 3rd party contractors to communicate customer information and requirements.
* Administering the escalation process to ensure that cases forwarded to others for action are traced and measured and that the customer is kept informed of timescales and progress.
* Reviewing online support cases, analysing the issues raised, establishing the likely cause and responding to the customer with the solution within the service levels agreed at the time.
* Escalating further cases that fall outside the agreed service levels at any time.
* Maintaining both the internal and external knowledge bases to ensure that they are clear, concise and up to date.

The Candidate
The successful Field Support Co-ordinator must have at least 3 years' experience in a customer service role, have excellent verbal and written communication abilities and strong administrative skills. A background working within a telecoms environment would be seen as highly advantageous, however other relevant experience supporting technical installation would also me highly sought after. A degree (or equivalent) would be regarded as highly beneficial and you will need a good grasp of software packages such as MS Office and Salesforce.

Bluefire Consulting Ltd is a recruitment agency working on behalf of our client.

Bluefire Consulting Ltd pay excellent referral fees so if you know of someone who would be suited to this role please get in touch!


Job Keywords

customer service admin KPI call phone internet web office B2B B2C graduate degree CS telecoms commercial co-ordinator broadband technical care engineer schedule Vodafone O2 EE project Abingdon Oxford



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Telecommunications recruitment on a UK wide basis.

<< back to IT & Telecoms jobs