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Customer Service Week: Alex Jones

by UK IT Networks

Alex Jones joined the support team at UK IT Networks as a Customer Service Executive in 2015. Alex had just moved into the area and applied for the job after seeing the advert online, “this was the first job I applied for when I decided to relocate from Sheffield.”

Day to day, Alex’s job involves handling customer queries by phone or email. Typically these regard system changes, faults and general queries. Alex speaks to our network partners (Gamma, DWS and 8×8) to raise these faults and is able to obtain information on account changes. Alex also deals with customer training and demos. “I provide customer training on multiple platforms (Horizon, 8×8, MyInbound, etc) as and when needed.”

How have UK IT Networks supported your professional development?

UK IT Networks commits to supporting staff development with professional development plans created and continually reviewed by staff and their line managers. To ensure our staff are experts in the field, we provide or outsource training sessions, “I have been given support to increase my knowledge of systems we provide via online training platforms. I have also been on a Draytek training course in the past to help increase my knowledge of router configuration.”

Customer Service

Whilst Alex can train and build on his own skills and knowledge, he is able to pass this on to customers by giving them training and demonstrations of platforms. “I enjoy speaking to customers and being able to train them in how to use the platforms. I get great satisfaction in helping people and allowing them to feel confident in using the platforms we provide.”

Alex builds relationships with customers due to their regular interactions and time spent solving any issues. “I like building a relationship with a customer and them knowing they can come and ask me any query. Whilst I may not have the answer straight away – I will get them an answer.”

 

“UK IT Networks is a place I know I am always welcome. I have support and guidance when needed. When I first started, I had a knowledge of a few broadband, PSTN products and diagnostics services. That knowledge has now expanded to include FTTP, Ethernet, SIP, multiple Hosted Platforms & Virtual Number platforms. I enjoy working for UKIT as everyone is very friendly and knowledgeable”

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