Job Summary
We are seeking a dedicated and enthusiastic Tech & Customer Support Representative to join our Technical Support. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your ability to communicate effectively and resolve issues will play a crucial role in enhancing customer satisfaction and loyalty. If you are passionate about helping others and possess strong communication skills, we would love to hear from you.
Responsibilities
To assist, responding quickly and effectively to Support enquiries via phone, email, Live Chat or our ticketing system:
- meet service targets agreed by the business
- use the internal ticket system, ensuring that support requests are logged and responded to correctly, in line with the Quality Framework
- assist customers with Technical or Account/Billing queries, including diagnostics through to fault resolution
- Assist with router set-up and support customers to activate their connection calculate and request service credits where applicable, managing Customer expectations on value and timescales
- request the addition of charges to an account following a fault if the visit is deemed Customer Payable
- own and case manage any complex issues until full resolution, managing the Customer Experience and ensuring they are kept up to date throughout
- respond to Engineer requests for Provisioning and troubleshoot/escalate any errors
- Appointing and re-appointing Engineer visits
- send maintenance and fault/outage alerts in line with internal process
- Support Customers with level 1 Complaints and Damage Claims, following the internal complaints process and escalating appropriately.
- Complete internal admin Tasks as and when required to support the customer order journey and lifecycle.
- Recommend additional products and services when appropriate to meet the customer needs.
Experience
- Proven experience in a customer support or call centre environment is preferred
- Strong communication skills, with the ability to engage confidently with diverse clients
- Proven experience in Telecoms Tech Support is desirable
- Experience CRM software is desirable
- Demonstrated ability to handle multiple tasks efficiently while maintaining attention to detail
- Excellent analysis skills to assess customer needs and identify appropriate solutions
This role offers an engaging work environment where your communication skills and multilingual abilities will be valued. We are committed to supporting your professional development within a collaborative team dedicated to delivering outstanding customer service.
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Work from home
Experience:
- Telecommunication: 1 year (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
