1st Line Application Support Consultant in Leicester at Intrado

Date Posted: 1/14/2022

Job Snapshot

Job Description

For this opening we will consider candidates from the following locations: LEICESTER,LEICESTERSHIRE,United Kingdom |

Intrado Corporation is a leading provider of technology-driven communication services, serving Fortune 1000 companies and other clients in a variety of industries. We develop technology-enabled communications that changes the way we work and improves the way we live.

For more than 20 years, Intrado has been leading the way in Unified Communications and Contact Centre in the Cloud revolution, by pioneering new ways to interact, to engage, and to execute business processes and transactions. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families

Purpose & Scope

The 1st Line Support Consultant will work as part of a busy team providing software support to external customers. The role will include answering incoming calls from external customers, logging queries, issuing support log tickets and proactively managing the issues through to resolution. The role is a customer care and support role with responsibility for 1st Line resolution of customer issues.

The ideal candidate will have a Computing related Qualification and will be keen and willing to learn in an environment that will provide the opportunity to gain invaluable skills and experience.

Essential Duties

  • Log external customer software and IT issues accurately and take ownership for the proactive resolution of all calls.
  • Resolve issues and where necessary escalate and manage calls to 2nd Line Support.
  • Understand and adhere to Service Level Agreements to ensure the Company meets its goals for resolving each Customer issue.
  • Co-ordinate internal resources, third party suppliers and customers to ensure the highest level of customer service is delivered.
  • Where necessary reproduce customer environments and find resolutions to configuration issues and specific customer problems.
  • To make use of and maintain the FAQs and Knowledge Base used internally and by customers.
  • Support Internal and external projects.
  • Maintain customer records.
  • Conduct daily technical checks.
  • There will be occasions where you are required to work on projects at customer sites.
  • Answer SMS alerts or escalations from third party answering services, log and resolve issues.
  • Update issues being progressed during OOH and ensure these are communicated to relevant parties.

Related Duties as Assigned

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of the position holder. Consequently, the position holder may be asked to perform other duties as required.

Note: job descriptions will be updated and reviewed regularly and you may be required to carry out duties for which you have the skills and experience for on a regular or ad-hoc basis.

Minimum Qualifications

Education & Training

  • A qualification in IT or a related field
  • A Microsoft qualification is desirable.

Skills & Knowledge

  • Strong communication skills both written and verbal
  • Able to prioritize your workload and work calmly in a busy environment
  • A flexible, hands on team player who is keen to learn and progress.
  • Strong computer knowledge.

Personal Profile

  • Confident, professional and customer focused.
  • The ability to work as part of a team and on your own initiative.

Additional Requirements

  • This role falls under Intrado client's customer protection requirements. This means successful applicants will need to satisfy background checks. In addition to residency and right to work checks, this will also include a full credit check
  • The role will involve working on a rotating shift pattern: 7.00-16.00 and 12.00-21.00, Monday to Friday and 08.30 - 17.30, Saturday on a rotational basis.
  • The role will require an Out of Hours remote technical support on a rotational basis

Preferred Requirements

  • Experience with SQL Studio Management and MYSQL
  • Experience with JIRA/Confluence
  • An understanding of VOIP
  • Experience with Wireshark

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories.  Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


ABOUT THE TEAM

Intrado Cloud Collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room – even when team members are across the globe.

Intrado also offers Cloud PBX systems for globally distributed corporations, Cloud Contact Centers to enable technical support and remote agents supporting businesses and Hosted MPLS Networks to increase business efficiency, execution and security.

With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage – from implementation of our tools and services throughout the customer lifecycle. Intrado is the #1 global conferencing partner, Cisco Meetings partner and a Microsoft Gold Collaboration Partner.

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