As part of TTG Service Assurance you will play a key role in delivering the highest level of service to TalkTalk customers. You will be part of a team of highly skilled engineers dealing with high value voice and data customers.

You will link into all parts of the business across TalkTalk Group as well as external suppliers.

Responsibilities:

• Deliver remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly

• Provide case managed front line and engineering support to key business and resellers

• Manage incident resolution within agreed SLA with customers.

• Provide support for the following services ADSL (BT Wholesale IP Stream and LLU, ISDN,  E-mail configuration, Hosting, DNS, IDA, CPS, International Call Routing and other high value voice and data services.

• Work with supplier partners developing relationships

• Conduct detailed problem and fault investigation for complex cases

• Workflow management

• Proactive circuit monitoring and fault reporting

• Ensure customer satisfaction at all times.

• Ensure that you are familiar with the Company's Business Management System and

• Information Security Management System and comply with the requirements of those frameworks. 

• Liaise and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime  to customers.  

Must have:

• Experienced in technical customer Support

• Experience of working in a Telco/ISP

• Be completely customer focused

• Strong problem solving skills

• The ability to resolve technical support inquiries directly or indirectly through onsite and/or remote first-level support representatives

Be great to also have:  

• Case Management experience

• Escalation Handling 

• CCNA level of knowledge

• A good understanding of SIP

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.