Current vacancies at 4net Technologies:
Purpose of this position:
4net Technologies are an award winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Due to 4net’s accelerated growth, we have a requirement for an apprentice Systems Engineer who is motivated, sociable, has a “get it done” attitude and can perform as part of a high functioning team.
The primary function will be to ensure 4net continue deliver exceptional service to our end Customers. The applicant will be trained on Avaya IPO, CM and Enghouse EICC Platforms. The role will involve a mixture of Installation, Maintenance and Service Desk activities.
Ongoing training will be provided to keep the individual up to date with the latest Technology and cross training to cover 4nets Technical Portfolio.
Main responsibilities
1. To ensure an excellent Service Delivery experience for customers and to maintain 4net contracted SLA’s >95%
2. To ensure an excellent Customer Satisfaction score for all implementations
3. Management of tickets and escalation to Manufacturers
4. Complete Tier 1 and Tier 2 investigation
5. Adhere to the 4net Helpdesk Procedures
6. Responsibility to ensure personal learning and development is maintained, and a full understanding of our products and services to ensure you are comfortable in 4net solutions.
Working detail
Based at: 4net Manchester Office (Trafford Park)
Working times: Monday – Friday 08:30 – 17:00
Reporting to: Head of Service Delivery
Standards
• Planning (vital for the role, to have good organisational skills).
• Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
• Interpersonal Skills (this is a given as the job is communication focused).
• Documentation (strong written skills for update and reporting).
• Team work. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)
If you’ve got what it takes to be part of our award winning team apply today!
Main purpose of Role:
Proactively and regularly engage with existing 4 net customers and collaborate with partners and stakeholders to achieve high levels of customer satisfaction and retention and generate additional business sales.
Scope of responsibilities
Customer Relationship Manager will be assigned an agreed set of either Tier 1 customers or Tier 2 & 3 customers. The role is predominantly office based with the occasional customer on-site visits as required.
Tier 1 customers.
The Account Director will be the primary contact, with the Customer Relationship Manager acting in a support role with a high focus on customer satisfaction.
Tier 2 & 3 customers .
Ability to attend meetings, calls and potentially present to customers during tender and sales negotiation processes. Ability to demonstrate extensive technical knowledge in customer facing scenarios.
Scope of Responsibility table
| Responsibilities | Standards | |
|---|---|---|
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1. |
Input to customer contact strategy and account plans tailored to individual customer requirements. | Customers who don’t currently have a service delivery management will receive min one visit per year by either the Account Director or Customer Relationship Manager. |
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2. |
Regularly contact and support 4net customers in line with agreed contact strategy to develop a long-term relationship and: • Keep abreast of their business plans, IT and Communications needs and use this knowledge to anticipate their needs for 4net products and services. • Provide easy to understand advice and information on 4net products and services • Keep them up to date on technical developments relevant to their business such as software or product updates • Ensure they are aware of all 4net events and coordinate invitations as required. |
Tier 1 – Contact will primarily be by telephone unless otherwise agreed as part of the customer contact strategy.
Tier 2 – Meet customers and present sales and service issues as the customer requires – either by phone, email, face to face or other. |
|
3. |
Act as the customer champion and go to person for technical queries, escalated sales and service satisfaction issues ensuring the ‘voice of the customer’ is heard within 4net and issues are resolved promptly. | |
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4. |
Achieve personal sales targets through proactive daily account management. | Focus will be on selling service delivery management and cloud-based solutions. |
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5. |
Collaborate with partners and suppliers as required to provide quotes for orders under £10k and create sales documents for order processing. | |
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6. |
Collaborate with relevant internal teams to ensure all customer orders are processed in a timely manner. | |
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7. |
Collaborate with the Account Director and Commercial team on the renewal of customer contracts. | |
|
8. |
Ensure customer satisfaction surveys are completed by 4net customers. | Check who survey needs to be sent to, following up to ensure completion. |
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9. |
Ensure that all customer account information is updated in the 4net CRM database promptly and accurately. | |
|
10. |
Provide regular updates and reports on activities and key projects, ensuring the information available to support the relationship is positive and accurate. | |
|
11. |
Proactively seek opportunities for personal learning and development to ensure you have a full, up to date understanding of 4net products and services to sell appropriate customer solutions. |
Technical Profile
- A minimum of 12 months experience in a customer facing role in a service focused business, with some previous sales experience.
Personal Attributes/Skills
- Good commercial acumen, highly goal orientated/achievement driven with the ability to deliver at pace.
- Technically oriented with a natural curiosity and ability to quickly develop an understanding of current and future trends in business technologies and the 4net business and portfolio.
- A versatile learner with a strong commitment to personal development
- Presentable with the ability to relate to and build effective relationships with all types of people.
- A genuine interest in developing a long-term relationship with 4net customers.
- Easily gains trust and support of others and able to quietly and collaboratively resolve challenges to deliver results.
- Good planning and organising skills with a high level of attention to detail
Traits and Behaviour
- Focus on customers – committed to providing the best service to our customers in all that they do
- Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
- Can Do Attitude – Takes personal responsibility for getting things done
- Growth – Proactively seeks ways to improve and grow the business
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.
If you’ve got what it takes to be part of our award winning team apply today!
Main purpose of Role:
To co-ordinate and manage Service Desk cases pro-actively and liaise with the customer and support our engineers to ensure high quality service, as well as work closely with out Managed Service team to ensure all reporting is correct and delivered in a timely manner. Incident Support Specialist will be responsible for finding the correct resolver group for all types of Service Desk Tickets. Managing customer interaction and expectation, Third Party Liaison and Change Controls and Incident Reporting.
As the front line of the Service Desk, the Service Desk Co-Ordinator will provide value to 4net Customers by delivering high quality Customer Service, pro-active thinking and a can-do attitude; ensuring operational excellence is achieved at every point in the lifecycle and the service are consulted within the customer SLA’s.
This role will require the Incident Support Specialist to be on call is a 1 in 4 week (minimum) basis.
Scope of responsibilities
To be the 4net Service Desk’s primary point of contact for assigned customers, ensuring effective communication between 4net and its customers is maintained for service-related issues and requirements.
To build strong customer relationships to ensure an excellent 4net Service Desk experience for assigned customers and to maintain a 4net Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded
Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
Escalate and maintain cases raised with support partners including regular updates to the customer.
Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
Proactive management of case, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
Hosting of weekly calls with high profile or at risk customer to run through ticket lists, ensure these ticket are constantly moving and reporting to the Service Desk Team leader is an efficient manner any worries with Tickets or Customer to provide time to plan.
Ensuring cases are updated every day and responded to within SLA and where appropriate Resolution Targets are met.
Liaison with Service Delivery Managers where contracts define penalty clauses.
Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
Managed Service Reporting for high profile customer: this will involve;
a. Creation of Managed Service Report each month via PowerPoint
b. Use of Virsae ESP – (This is our monitoring system, Training Provided)
c. Trending on Availability & Capacity Reporting
d. Trending on Cases and Issues for the month
Monitor and record all Service Desk Alarms Pro-actively. Complete Trending and work on Proactive Management of your Tier 1 customers.
Technical Profile
Strong Customer Service, Organisational and Strategic Planning Skills
Excellent communication skills – both written and oral
Be customer focused and show passion for delivering service excellence and commitment
A Can-Do attitude
Excellent Telephone manor
Ability to meet strict deadlines
Positive Attitude when working under pressure
Previous Service Desk experience (1 year Minimum)
ITIL Foundation Certificate (Beneficial but not necessary)
Team Player
Problem Solver
Traits and Behaviours
Focus on customers –Committed to providing the best service to our customers in all that they do.
Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human’.
Can Do Attitude – Takes personal responsibility for getting things done.
Growth – Proactively seeks ways to improve and grow the business.
Personal Attributes/Skills
Communication – Communicates clearly and concisely in the most appropriate way. Listens to others and uses appropriate questioning skills. Communicates effectively both face to face and on the telephone. Can structure information clearly in written form.
Interpersonal Skills – Collaborates with others to achieve a common goal. Is supportive and flexible and shows empathy and understanding. Can influence and persuade others and is able to give and take constructive feedback. Works as part of a team.
Personal Effectiveness Displays a disciplined and positive approach, persevering when faced with obstacles. Displays self-motivation, initiative and commitment, and takes responsibility and ownership for their actions. Displays self-confidence and presents his or herself in a professional manner.
Resource Management – Identifies and plans resources efficiently and to the standards agreed. Sets a clear direction and work plan and anticipates potential problems and makes contingency plans. Understands and respects resource limitations.
Business Awareness – Is aware of current company direction and priorities. Keeping abreast of developments in the market place, technology and product range. Is aware of company, departmental and team objectives. Can identify key customers and is aware of competitors. Understands and observes company standards.
Decision Making Has the ability and willingness to make effective decisions. Seeks the relevant information from all sources and adopts a logical process to analyse and evaluate information before making a decision. Takes ownership of decisions made.
Innovation and Creativity – Shows a willingness to take a different approach and contribute ideas. Identifies different ways of doing things and is open minded and prepared to build on existing methods and approaches. Can put new ideas into practice.
Problem Solving – Collects and analyses relevant information. Is able to locate the problem and can determine and remove the cause. Is able to rectify the problem and check the result.
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.
If you’ve got what it takes to be part of our award winning team apply today!
Main purpose of Role:
To support the Sales team throughout the Opportunity life cycle within the Salesforce CRM software. And to create and enable a focused customer history / journey ensuring it is well documented and recorded.
Scope of responsibilities
Working with the Sales leader, to ensure that the Sales team have recorded all opportunities in Salesforce. To ensure all reports and key activities truly reflect the status of the bid
Ensure relevant approvals are given for Design and Project Commercials before progressing the Order and highlighting in sales force. To ensure that 4net completes activities in a timely manner
To support the Sales team to ensure documentation is produced for new Orders and Opportunities, such as Contracts, Order Reviews and Proposals. To support the team to ensure new Orders are valid and all supporting documentation is accurate, including Supplier quotes.
Complete Order Acknowledgements and Welcome Packs to ensure Customers are onboarded. Work with the Commercial team to record and store all contracts
Log and populate Pre-Live support records within Salesforce. Also replicating with Avaya on their CRM solution tool.
Through regular dialogue with all 4net teams, work with the Commercial and Contract lead to ensure the RAG status for all 4net accounts are updated on a weekly basis
Complete Sales Forecast reporting on a continual monthly basis with the sales team directly.
Perform any other duty as seen fit and reasonably requested by management to ensure 4net remains customer focused, trusted and profitable;
Work with the 4net teams to ensure the best service to our customers
Technical Profile
Meticulous attention to detail
Excellent communication skills
Understanding of Salesforce
Understanding of Order Review
Reporting capability
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.
Personal Attributes/Traits and Behaviours
Focus on customers – committed to providing the best service to our customers in all that they do
Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
Can Do Attitude – Takes personal responsibility for getting things done
Growth – Proactively seeks ways to improve and grow the business