Telecoms Support Agent
Full-Time |Permanent | Office-Based
Salary: From £26,000 per year
About the Role
We are looking for a motivated Telecoms Support Agent to join our growing team. This is a customer-facing technical support role, where you will help customers resolve broadband, Wi-Fi, router and connectivity issues remotely by telephone and email.
You don't need to be a telecoms expert to apply. Full training will be provided. We're looking for someone who is confident speaking with customers, comfortable using computers and different systems, and enjoys working out why something isn't working. The ideal person will have a logical and methodical approach to problem-solving, good communication skills and a genuine interest in technology. You'll develop your technical knowledge through structured training and hands-on experience, with the opportunity to build a career within the telecoms industry.
What You'll Be Doing
As a Telecoms Support Agent, you'll be responsible for helping customers identify and resolve technical issues remotely. Your responsibilities will include:
- Providing friendly, professional and efficient technical support to customers
- Supporting customers by telephone and email with broadband, Wi-Fi, router and connectivity issues
- Asking the right questions to understand and diagnose customer issues
- Working through technical problems in a clear, logical and structured way
- Carrying out line, router, service and account checks using internal systems and supplier portals
- Identifying whether an issue is related to Wi-Fi, customer equipment, configuration, the broadband service or the underlying line
- Guiding customers through troubleshooting steps in a clear and easy-to-understand way
- Raising faults and supplier actions where required
- Monitoring and progressing faults until the appropriate action has been completed
- Working with internal teams and suppliers to help resolve customer issues
- Keeping customers updated on the progress of their issue
- Accurately recording customer contact, technical findings, actions taken and next steps
- Following company procedures to ensure issues are handled consistently and correctly
- Building your technical knowledge through training and day-to-day experience
- Taking ownership of customer issues and seeing them through to the appropriate resolution
What We're Looking For
We're looking for someone with the right attitude and approach. You don't need previous telecoms experience, but you should be comfortable with technology and genuinely interested in learning.
Essential
- Strong communication skills and a professional telephone manner
- A genuine interest in technology and problem-solving
- A logical and methodical approach to diagnosing problems
- Confidence using computers, systems and online portals
- The ability to learn new technical processes and systems
- Good attention to detail
- The ability to explain technical information clearly to customers
- The ability to remain calm, patient and helpful when dealing with frustrated customers
- A proactive approach and willingness to take ownership of issues
- Good organisation and time-management skills
- Reliability and professionalism
- The ability to work independently while also contributing to a team
Desirable
Previous experience in any of the following would be beneficial, but is not essential:
- Customer service
- Technical support
- IT support
- Telecoms or broadband support
- Internet/Wi-Fi troubleshooting
- Call centre or contact centre environments
- Using CRM, ticketing or customer management systems
Full Training Provided
Previous telecoms experience is not essential. You'll receive training on our systems, processes and the technical aspects of broadband and telecoms support. You'll gradually build your knowledge of areas including:
- Broadband services
- Wi-Fi troubleshooting
- Routers and customer equipment
- Connectivity issues
- Line and service checks
- Fault diagnosis
- Supplier systems and portals
- Technical fault management
We want to develop people who are willing to learn and become confident in providing high-quality technical support.
What We Offer
- Full-time, permanent position
- Salary from £26,000 per year
- Full technical training and ongoing support
- Office-based role within a supportive team environment
- Free on-site parking
- Employee discount
- Opportunities for progression and development
- Practical experience within the telecoms industry
- The opportunity to develop specialist technical support skills
Who This Role Could Suit
This role could be a great fit for someone who enjoys helping people and solving problems.You may already have experience in customer service, IT support, retail technology or a contact centre environment, or you may simply be someone who enjoys technology and wants to develop a career in technical support.
You don't need to know everything on day one. We're looking for someone with the right attitude, good communication skills, technical curiosity and a willingness to learn.
If you enjoy solving problems, helping customers and learning how technology works, we'd love to hear from you.
Benefits
- Employee discount
- Free parking
- On-site parking
- Full training provided
- Career development opportunities
Pay: £26,500.00-£28,500.00 per year
Work Location: In person
