Monitoring the mailboxes, processing emails and taking telephone calls in English, and, if specified during the recruitment process, German and/or French, ensuring all incoming queries are dealt with within the relevant SLAs

Logging new tickets in the Helpdesk system, validating customer support entitlement and liaising with the customer and other NTT Ltd teams to ensure all relevant information is captured

Proactively managing ticket progress for all ticket types and maintaining close liaison with SOC engineers to ensure that customers are helped as effectively as possible

> Troubleshooting an managing to resolution their own L1 technical and non-technical tickets

> Providing administrative support, including basic statistics, and reporting, to the SOC.

> Raising and monitoring tickets with third party vendors

> Maintaining accurate and sufficiently detailed documentation of work performed

> Adhering to escalation and call management processes and procedures

> Interacting efficiently with other team members and colleagues in order to progress work as required

> Sharing knowledge with other team members

> Writing and updating procedural articles for SOC Support processes

> Translating using English, French and/or German (according to language skills)

Job Type: Full-time

Benefits:

• On-site parking
• Private medical insurance

Schedule:

• Day shift
• Monday to Friday
• No weekends

Experience:

• customer service: 1 year (Preferred)

Location:

• Theale, Berkshire (Preferred)

Language:

• German, English (Required)

Job Duties:

• Answer incoming customer inquiries
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested