Job Summary
We are seeking a dynamic and proactive Customer Service/Broadband Support Executive to join our vibrant support team. In this role, you will be the frontline contact for customers experiencing broadband and internet connectivity issues, providing exceptional technical support and ensuring customer satisfaction as well as dealing with billing and other customer queries. This position offers an exciting opportunity to work in a fast-paced environment where your communication skills and technical knowledge will make a real difference in customers’ digital experiences.
Duties
- Respond promptly to customer inquiries related to broadband services, troubleshooting connectivity issues, and general technical support via phone, chat, or email
- Diagnose and resolve issues involving computer networking, including LAN (Local Area Network), VPN (Virtual Private Network), DNS (Domain Name System), TCP/IP protocols, firewalls, TCP connections etc.
- Assist customers with configuring and managing network devices like routers, switches, firewalls, and VPN clients
- Utilize our inhouse CRM and ticketing system to manage customer details/billing and queries as well as perform diagnostics.
- Collaborate with internal teams to escalate unresolved issues and ensure timely resolution while maintaining excellent customer communication throughout the process
- Conduct remote troubleshooting sessions using tools like Anydesk or other remote support software to resolve software or hardware issues efficiently
- Deal with customer billing queries as well as chasing payment from customers who have missed payments or had failed collections etc.
- Taking inbound calls from new customers interested in taking a service from the company.
Qualifications
- Proven experience in technical support or help desk roles with a focus on broadband or internet services is desirable but full training can be provided for the right candidate.
- An interest in/experience of computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPN setup, and firewall configuration
- Hands-on experience with operating systems such as Windows (including Windows Server), macOS, and Linux environments is ideal
- Experience supporting network hardware including routers, switches, modems, and firewalls is desirable
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical customers
- Strong analysis skills to identify root causes of connectivity issues quickly and accurately
Join our team to become a vital part of delivering reliable broadband solutions to rural communities, while advancing your career in IT support. We value energetic individuals who thrive on solving problems creatively and providing outstanding customer service!
Pay: £25,420.00-£35,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Flexitime
Work Location: In person
