Job Description
Subject Matter Expert Desk Support
Job-Description:
1. Act as 1st line of contact, both inbound & outbound, with V4 Cloud clients
2. Resolve technical, billing, or onboarding client queries based on a given process, and SLAs on SD, SW.
3. Share our passion for customer happiness, and appreciate the impact of phones & internet on a Business!
4. Assist with any onboarding & admin tasks
5. Point out any internal or external gaps to Management every week. This is encouraged at all times.
6. Deliver a very hi-grade quality of service to on-boarding, after-care, or account management day-to-day needs
7. You must escalate timely & immediately any customer or work item you are unsure of, such as complex, Level-2 & above tasks, or a task not trained on prior, please do not try resolving yourself if unable.
8. You must leave notes for every call received or made, every email internal or external on the system is to be added to Notes.
9. Deliver an excellent level of coordination with the Coventry Team, & with customers day-to-day.
10. Ensure all Order Notes on a new or account management (Base) Order is a part of Job-Sheet, CSF.
11. Do not close a ticket for an Order in on-boarding, or a ticket for an on-site visit, which doesn’t successfully submit: Site Pre & Post Pictures, Pictures with the Customer, signed JS + CSF, & any other due process.
12. You will be the flag-bearer of the V4 Cloud brand in a customer-facing role, so above par excellence at all times will be needed!
13. Must have above-average knowledge of V4 Cloud vision, within 1 month
14. Must have excellent knowledge of V4 Cloud customer profile & individual client history within 2nd month
15. Must have excellent knowledge of V4 Cloud products & solutions items within 2nd month
16. Must have excellent knowledge of V4 Cloud internal processes, systems, & TOB, & Manual + Admin Fee Listing, plus other client-facing documentation within 1st 2 months.
17. You will have the opportunity to learn about some exciting products & services, intense exposure to the UK SMB market like never seen before, & to work with people who share an unrivaled passion for delivering sharp, assured, business connectivity level services to UK Businesses of 5-50.
18. Working Mondays to Fridays 8.45 am to 6 pm UK Times but can have rosters on Saturdays if a high volume of tickets open or on work so demands.
19. Understands a clear, simple fact of our ethos & work culture, wherein the Business looks after you well, & you look after our customers well!