Job Title Business 2nd Line Escalation Support Representative
Department Virgin Media Business
Location Macken House Dublin, LEDP or remote location
Duration Permanent
Directly Reports to Business Services Manager
1.1 Overall Objectives of the Job
In general, the individual will be responsible for handling queries and escalated cases for technical support and care support from the Virgin Media B2B first line support team, Wifi customers and teams in the UK and Ireland along with partner organisations and liaising with several internal and external parties in order to address and resolve reported issues in a timely manner.
1.2 Specific Tasks/Duties
1.3 Main Outputs (e.g. reports, written correspondence, sales)
Environment: Business customer support team in Macken House Dublin, LEDP or remote location
Hours: 37.5 hours per week (0900 -1730) and on call if required
Lunch: 1-hour
2.0 Personnel Specification
Applicants should be experienced and comfortable working in a fast paced and high pressure environment. Second line support executives are required to maintain a high level of courtesy and professionalism while dealing with customers, internal departments and third party I.T. professionals. A keen desire to learn and expand on skill sets is essential due to the ever evolving nature of communications technology and service provider products. A high level of initiative is desired and will greatly benefit successful candidates.
2.1 Experience
Essential
2.2Qualifications/Education
Essential
Desirable
INDHP2
Job Type: Full-time
Salary: €28,000.00 per year
Schedule:
Education:
Experience:
Work authorisation:
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