Department Summary

Technical operations

Technical Operations manage 3 main functions:

• The technical components of the sales function, and of the delivery of the customer solution.
• The operation of core services provided for customer solutions such as UNIX and Windows servers, network infrastructure and data centres.
• The day to day operation of offices and technology for the running of Claranet as a business.

Customer Support

Business Operations/Customer Facing/Support (1st, 2nd, 3rd Line):

First Line Support

The First Line Support department is the point of contact for home-user customers and general enquiries. The role is mainly phone-based and is a combination of technical support and customer services. Customer representatives advise on dial-up, connectivity, email, news access, web hosting, domain registration, billing.

Business Support - Second Line

Primary point of contact for business customers providing effective account advice and solving technical problems over the telephone and assisting first line customer support agents in enhancing their technical knowledge. Customer representatives advise on WinNT, Win2k, Exchange, dialup networking, modems, connectivity (ISDN, DSL).

Business Support - Third Line

Senior support engineers who help provide a high level of after sales support to Claranet's business customers. An ideal role for someone with exposure to broadband and server technologies. Customer representatives advise on hosted servers, private circuits, advanced technical problems, advice and solutions via telephone/email, installation/configuration of servers, Windows, UNIX and IP routing.

Provisioning

The provisioning team liaises with both Claranet customers and suppliers to ensure products are delivered within service level agreements, timely updates and interaction through. Customer representatives advise on technical familiarity with all provisioned products.

Service Management

This department proactively manages regular contact with our most important customers to ensure any service issues are dealt with effectively. Service managers act as the customer's champion and ensure that they are the main focal point of customer interaction.

Network Operations Centre (NOC)

These positions are within the Network Management Centre which is responsible for providing support and administration for our servers and network. Representatives are responsible for maintaining the integrity and performance of systems and networks, testing, troubleshooting and fault escalation and performing routine maintenance.

Administration

The Admin team mirrors the 1st and 2nd Line Support functions but deal with email rather than phone support. In addition, the Admin department own the Hostmaster and Abuse function within Claranet. Applicants should excel at customer service, be able to work using their own initiative and within a team, be composed under pressure.

Marketing

Claranet's in-house marketing team are involved with diverse activities, including organising internal and external events, Claranet's presence at exhibitions, production of magazines, direct mail and various other collateral. They manage the PR, advertising and design and work with external agencies. The marketing department is an integral part of Claranet's business and its future development.

Finance, Including Accounts Payable, Credit Control

The Finance team works together with the Group, suppliers and customers to ensure that our finances are managed in an efficient and controlled manner. This includes putting consistent financial processes in place, making sure the business receives timely and accurate performance reports and offering support on all financial matters.

Facilities

Facilities ensures the maintenance of the office premises, liaising with landlords' agents and contractors where necessary. All staff enjoy a comfortable workplace and are provided with all the stationery, furniture and general service they need.

Sales

Working to monthly sales targets we sell Claranet services directly into the Small and Medium-sized Business (SMB), Enterprise and Public Sector markets and also indirectly through our Partners department. Our sales consultants are dedicated to understanding and fulfilling our customers' technology requirements.

Human Resources

The Human Resources department ensures that Claranet excels in all of its activities by:

• Deploying the best practice in recruitment and retention to attract the highest calibre of people.
• Encouraging and enabling personal and professional growth and the performance and development of individuals and teams.
• Striving for equality of opportunity in all that we do.
• Designing and implementing fair and appropriate policies, procedures and rewards.