Service Assurance Agent

To triage and support customers reporting issues, to assist in ensuring the efficient working of the inhouse Service Assurance team while delivering exceptional customer service to our clients.

Responsibilities

• Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance
• Attend internal project meetings where necessary
• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Collating and communicating fault information to ensure quick resolution
• Enabling continuation of service via utilisation of value-add products
• Understanding and resolving faults within SLA
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Service Assurance
• Co-ordination of internal and external resource
• Liaising wit...