2nd Line Partner Implementation Tech Agent

Job Purpose:

Our 2nd Line Partner Implementation Technology Agents are a key part of the Service function. The 2nd Line Pita Agent will provide enthusiastic, knowledgeable, organised and pro-active support to stakeholders across the business both in person and in writing.

This role will require the highest standards of dedication to the needs of the customer/partner (internal and external) ensuring accurate, timely and effective responses to all queries. An ability to respond to queries by solving sometimes complex problems and providing exceptional support will be the key to success. This role enables the whole function to run smoothly by providing excellence in everything they do. The role holder will be an ambassador of the plan.com company values of Trust, Passion and Excellence on a daily basis.

Main Duties and Responsibilities:

Without exception, deliver an excellent support experience, ensuring partner needs are met or exceeded.
Coordinate with other departments in the business as needed to address technical queries in a timely fashion.
Ensure queries are responded to accurately and confirmed promptly.
Respond to general questions and resolve a diverse range of issues, including but not limited to customer accounts, pricing, products, software, and connections.
Always provide courteous and professional service to stakeholders.
Work closely with Implementation Coordinator and the 2nd Line Tech Department to provide assistance and cover as required.
Make decisions and take calculated risks to meet stakeholder expectations in a manner consistent with company goals and policies.
Build and maintain strong relationships across the business.
Communicate with stakeholders about their queries and how to resolve.

Personal Qualities:

Personal drive to understand and develop an an impressive knowledge of our business and products.
Ability to build rapport and professional relationships at all levels across an organisation.
Be a trusted team player who is also comfortable working individually.
Be organised and self-motivated and show ambition and enthusiasm.
Positive, a 'can do', upbeat approach.
Be positive to change, shifting preferences and directives.

Knowledge, Skills, Attributes:

Ability to produce accurate, timely responses to a range of internal and external queries.
Ability to build rapport and professional relationships at all levels across an organisation.
Ability to pro-actively provide support to a busy, complex function.
Experience and knowledge of Telecoms industry is desirable.
Excellent communication skills written and verbal; capable of influencing at all levels of an organisation.

For further information and how to apply, please visit: https://plan.com/careers