Telecom Resolution Specialist

NCS is proud to be one of the largest office technology providers in the UK and as such have strong relationships with some of the world’s leading manufacturers which include Mitel, Panasonic, Lexmark, Toshiba and many more.

We are currently recruiting for a Telecom Resolution Specialist to join our Telecoms Team within the Glasgow Head Office. The Telecom Resolution Specialist will assist in the smooth running of our Billing platforms and Telecom Support Desk.

Telecom Resolution Specialist

Main duties will include, but are not limited to, the following:

• Handle telecom product support calls for the support team

• Manage triage mailbox for support requests

• Engage with internal/external customers with a view to providing timeous updates on tickets

• Liaise/Oversee the billing concierge to assist in ensuring accurate generation of bills as per contracts

• Resolving customer queries– always with a focus on quality and care

• Supporting customers during their first billing cycles and helping them build confidence with the platform

• Proactively identifying issues, suggesting improvements, and collaborating with internal teams to enhance the customer experience

• Monitor customer contractual obligations

• Monitor Supplier invoices with the NCS Purchase Ledger team

• Adopt the position of superuser for all NCS’s internal software platforms

• Maintain and control all rates, pricing and troubleshooting of NCS’s billing platforms

• Respond to adhoc report requests from the sales force and Directors

Skills and Abilities

• Knowledge of Excel is essential

• Knowledge of Billing platforms is essential. Abillity, 2serv or Vantage Online knowledge is not essential but desirable

• Awareness of Monday.com

• Strong customer service skills and experience, particularly in a billing or invoicing context.

• Strong analytical and problem solved skills are essential

• Excellent organisational skills with the ability to prioritise

• High working standards, accuracy in output of work

• Ability to work as part of a team and to your own initiative

• Excellent communication skills, written and verbal

• Able to work under pressure to tight deadlines