1st Line Support

Location: Redruth
Salary: DOE + £2k Shift Allowance
Position: Permanent
Hours: 2pm to 11pm Monday to Friday
Recruiter: Berry Recruitment
Posted: 08/10/2021

A rare and exciting opportunity has arisen for a 1st Line Customer Support Advisor on a permanent basis in Redruth due to growth within the company

Are you ready for your next opportunity joining a friendly and forward thinking company? If so please get in touch!

Please note that it is necessary that you can achieve the required security clearance for this role as this role requires National Security Vetting Clearance. The requirements will be discussed upon application.

You will be a pro-active member of the support desk delivering 1st and 2nd line technical support on product, service and billing enquiries for customers.

On a day to day basis you will be responsible for:

Responding to customer enquiries quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA’s are met specifically in regard to response and resolution times
To ensure each call/email is logged and that CRM and Databases are kept updated at all times so that clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion
To provide 1st/2nd line support for Network Operations Centre activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding
To assist with monthly customer surveys
To process sales orders
To manage the switchboard as required by the Shift Supervisor
To assist with various reports, administration and central filing duties undertaken within the team


If you have an interest in IT and / or Software applications this would be desirable along with a grasp of IT Industry terminology

Essential Key Skills:

Customer facing experience
Be computer literate
Confident and clear telephone manner
Possess a keen commercial awareness with ability to work on own initiative and unsupervised
Ability and willingness to continuously learn and support new systems and services
Desirable Key Skills / Knowledge:

Inmarsat and/or VSAT operational, service or technical experience
In depth technical knowledge of at least some of the following customer equipment or systems
Inmarsat Satellite Maritime Customer equipment including Nera, T&T or JRC systems
Seatel VSAT equipment
Inmarsat Land Mobile systems including Nera & T&T (M4, BGans, Iridium, Thuraya
Inmarsat/Iridium/Thuraya activation systems
Knowledge of customer IT networks/systems eg IP address ranges
Network Operations experience
Full job related training will be provided.

This is a full time permanent role, where you will be required to work from 2pm to 11pm Monday to Friday.

In return the company are offering an annual salary DOE to be discussed on application with a £2k shift allowance as well as other company benefits

To find out more about this exciting opportunity please contact Sally Appleby at the Berry Recruitment Truro, Cornwall Branch for more information on 01872302822 / sally.appleby@berryrecruitment.co.uk

Job Reference: SA/CORN/FLS
Closing Date: 06/12/2021

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