Fusion Telecom Clients Assistant

About the job

Summary

Fusion Telecom are seeking a dedicated and diligent individual who can successfully combine technical and customer service skills, to provide excellent, personalised first line support to its client base. This remote based role will involve working  to retain existing clients and onboard new ones in a project based environment. This is a great opportunity to work with an award-winning innovative technology company, using cutting edge products.

Job Purpose

Fusion Telecom is a progressive technology company offering telecommunication and payment services and as such, needs a tech savvy ‘A’ player to help onboard, support and retain clients. This is a key position working closely in a small team of other likeminded colleagues 

Duties and Responsibilities

The Clients Assistant (CA) will be primarily responsible conducting activities that support our Clients, specifically:

• Support Clients (responding to, and ensuring the fulfilment of, Client requests).
• Onboarding Clients (creating services that will be used by the client).

Our Clients are mixed in size and sector with a variety or requirements. The CA will need to successfully co-ordinate internal and external resources to fulfil them. We supply communications products and technology for our clients and their contact centre components. As such, the CA will utilise a high level of technical competence to configure and deploy PBX systems, omni-channel contact centre systems and our own in-house developed advanced services (payment system, surveys and IVR) to clients. This is accomplished whilst maintaining an outstanding level of service to our valued clients.

Retention and Support efforts are typically divided into ‘Cases’ or ‘Projects’ that can take anywhere from a few minutes to a few months to complete.

Cases

Cases will usually be completed by the CA with little or no support/resource usage other than their own time. These requests involve using the CA’s knowledge of multiple telecommunications platforms and other web-based applications, either to implement the solution requested by the Client or to resolve the issue reported by the Client. Examples of cases include connecting phone numbers and obtaining contract signatures for the numbers, creating basic dial plans for routing calls, obtaining and supplying reporting data which can be downloaded in different file formats from web-based portals, and building Client accounts and profiles on our many web based applications. 

Projects

As the successful CA learns to use our various platforms competently, he or she will be given more complex projects that involve co-ordinating the various internal and external human resources we have at our disposal to deliver solutions to Clients as well as requests from inside the company. 

External resources include using other members of the Operations division, programmers from the Products department, programmers from various suppliers based in different countries and technical or administrative people working for our telecommunication partners.

Client Management

Another key part of the CA’s job is managing and maintaining our relationships with our Clients. The CA will conduct Teams meetings with clients and cultivate a deep knowledge of the companies and people we are partners with. The CA champions our clients within Fusion Telecom.

Expectations of a Clients Assistant

Fusion Telecom requires that the CA is able to work independently on Customer requests, and that he or she will request or allocate the resources he or she needs in order to successfully implement the correct solution. The CA will be expected to ask for help in areas that they may need support in from other colleagues, and report to the Head of Clients at any time on the status of the various projects they may be responsible for. Due to the nature and complexity of the job the CA will be expected to be reliable and arrive to work in a clear thinking, engaged manner. 

Communication

The CA will be expected to communicate in a well-spoken, educated way with clients large and small about solutions for their requests, inspiring confidence in them that the CA is able to resolve their issues. The CA is also expected to communicate clearly with team members in a helpful and collaborative way. The CA will communicate frequently with either the Clients Assistant Manager or the Clients Manager their needs or concerns, so that the CA is taking responsible action to manage their own state and personal resources.

Deliverables

The Clients Assistant will be expected to:

• Complete Support Cases and Projects according to deadlines whilst successfully managing stakeholder expectations.
• Deliver proactive audits of Client contracted Services and suggest improvements.

Working conditions

Working hours in general will be Monday to Friday, 37 and a half hours per week. Exact start times will be confirmed at a later date but will be between 08:00 to 09:30 daily. There is one hour for lunch.
 On the rare occasion of clients having problems while we are closed. you will be expected to respond out of hours to Client requests according to our service level agreements, and to any problems that may affect the delivery of our products to our Clients on projects you are managing or that may have been passed to you to manage.

You will be expected to work initially at your home or from a suitable location.

TOIL allowance: Time off in Lieu of Overtime Worked

CA will receive a ‘TOIL allowance’ which is calculated from any approved out of hours work conducted. I’m some occasions, you may be offered salary overtime payment instead of TOIL. This is handled on a case by case basis. 

See the section on TOIL allowance for details of our formal out-of-hours cover

Physical requirements

None.

Training

Fusion Telecom will provide training on the various systems and web based portals/applications we use. You will also need to be pro-active in your learning and will often be asked to complete projects or parts of projects for which you have had no formal training, and where you will use your own initiative to find the information you need.

Direct reports

You will report on a day-to-day basis to the Head of Clients. You will be supervised by the Clients Supervisor. You will need to provide information on occasion and when requested to other members of your team and other teams within the business, including to the board of directors.