2nd Line Telco Support Engineer – Healthcare

Dubizzle Limited; Manchester; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading telecommunications provider is hiring a Technical Support Advisor for 2nd line support in Manchester. The role involves providing technical assistance to healthcare clients using hosted telephony solutions, resolving escalated issues, and ensuring an excellent service experience. Ideal candidates will have telecom support experience and strong customer service skills. Join a dynamic team making a real impact in the healthcare sector.

Benefits

24 days of holiday plus bank holidays

Paid volunteering days

Referral rewards

Regular social events

Qualifications

• Experience in a customer-facing telecoms technical support role.
• Strong working knowledge of Gamma Horizon; Horizon Contact experience preferred.
• Experience supporting healthcare sector customers in a technical capacity.
• Strong customer service skills with clear communication.

Responsibilities

• Handle escalated cases from 1st line support.
• Provide technical support for Hosted Health customers.
• Investigate onsite issues when necessary.
• Ensure accurate logging and updates of cases.
• Proactively manage cases by making outbound calls.
• Work closely with suppliers to resolve issues.
• Configure telephony systems per customer requirements.
• Support service adoption for healthcare customers.

Skills

Customer-facing telecoms technical support experience

Strong knowledge of Gamma Horizon

Experience with healthcare sector customers

Understanding of on-premises phone systems

Strong customer service skills

Experience with ITSM/CSM tools

Ability to escalate issues

Job description

A leading telecommunications provider is hiring a Technical Support Advisor for 2nd line support in Manchester. The role involves providing technical assistance to healthcare clients using hosted telephony solutions, resolving escalated issues, and ensuring an excellent service experience. Ideal candidates will have telecom support experience and strong customer service skills. Join a dynamic team making a real impact in the healthcare sector.