Customer Incident Success Technician - Telecoms

Customer Incident Success Technician - Telecoms

Location: Manchester (Hybrid 3 days office, 2 days home)

Salary:- £27k + 10% Bonus + Bens, rising to £29k after probation.

Environment:- Telecoms, Faults, Analysis, Customer Focused, KPI's, Excel Spreadsheets, Incidents, Reporting.

The Customer Success Technician will be responsible for supporting partners and customers, ensuring that they are gaining the most value from their partnership and achieving their goals through the company's product and service offerings.


Your primary responsibility will be to provide an exceptional experience for the customers.

You will work to support the partners to resolve their queries and technical support issues at point of contact in a considerate and timely manner across various contact channels.


Key responsibilities:
, Be a point of contact for customer queries via the existing live contact channels, solving complex problems and identifying solutions with a focus on first contact resolution through collaboration and consultation with wider team members.


, Explicitly understand what our customers and partners are aiming to achieve with the products and services, supporting the rollout of new deployments through promotion of best practice, expert knowledge and self-service advocacy.


, Provide insight into customer challenges, feeding into customer Success Leads/Value Stream to help to implement service improvement.
, As a product expert, you will have in depth technical knowledge and expertise of products to support and contribute to the ongoing learning of our teams and our customers.
, Identify and feedback opportunities for where the business can develop initiatives that will optimise existing service processes, tools, or systems.
, Drive and improve customer satisfaction and value enhancement through a customer first/low customer effort approach at all times.
Experience and skills:
, Excellent customer success/service skills.
, Previous experience with Telecoms Products is desirable
, Strong analytical and problem-solving skills with a track record of delivering solutions.
, Tenacity in finding the root of problems and ensuring sustainable fixes are in place.
, Able to manage own time and work under pressure to deadlines.
, Work effectively and collaboratively with others.
, Able to manage the demands of numerous tasks concurrently.
, Able to communicate effectively with different stakeholders.

@mecscomms: uniting opportunity with ambition in Telecoms | Media | Technology

@mecscomms is the brand name of MECS Communications Ltd who provide permanent & contract recruitment consultancy service as an Employment Agency & Employment Business.



For more information or a list of current vacancies, please see our web site at mecscomms.co.uk