Technical Support Advisor
Role Profile
This role is an exciting opportunity for the right candidate to significantly contribute to Grain’s continued growth and success. You will work within a dynamic, open minded and supportive team, where individual contribution and success is recognised and rewarded. The support desk is a vibrant, busy environment that benefits from the free exchange of creative and practical ideas.
The overall purpose of the role is to provide front line technical support to Grain’s residential and business users. A critical element of the role is problem analysis and one contact resolution delivering high levels of customer’s satisfaction. This is a demanding role, calling for a high standard of customer support, empathy and technical understanding to be delivered.
This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in an empathetic and efficient way, in some instances identifying a problem with limited information from the customer. The ability to handle calls utilising effective, closed questioning and strong call control is critical.
Main Responsibilities
- To provide high quality telephone, ticket, Live Chat and e-mail support to our growing customer base.
- Troubleshooting a user problem in a thoughtful and efficient way
- Identifying a problem with sometimes limited information from the user to start with. Typical problems will include broadband faults, in premise wireless issues, email configuration and general tech support queries
- Giving timely and accurate responses to enquiries
- Providing customer coaching in order to help the customer resolve problems themselves
Working hours
37.5 hours per week, these hours will be worked on a rota basis between the business hours of
- Monday – Friday 9.00am – 7.00pm
- Saturday 9.00am – 5.00pm
- Sunday 9.00am – 5.00pm
To meet the needs of the customer, you will need to be flexible with your working hours
Experience required
- BTEC HND in Computing/ Technology/ Science AND/OR I.T. is desirable
- Industry qualifications (such as CCNA/Network plus) AND/OR Proven experience in a customer service/technical support environment
- Technical knowledge in the following areas:
- Windows, IoS and Android operating systems
- Applied knowledge of TCP/IP networking
- Broadband, Symmetric and WAN connectivity
- Common Internet applications and services (e-mail, Web, ftp, etc.)
- Good knowledge of gaming, both hosted and online
- Strong knowledge of in home wireless networking and propagation
- Analytical, structured approach to problem solving
- Fully aware of the impact of their and the teams decisions have on the customer
- Excellent communication skills in order to provide clear and concise telephone, ticket and e-mail support
- Eager to provide first contact resolution
- Able to quickly inspire confidence in others and build a rapport with the customer
- Patient and willing to go the extra mile – e.g. happy to use knowledge to help Grain customers with queries not related to Grain
- Self-motivated, self-starter able to work with minimal supervision
- Able to remain calm and focussed in an ever-changing environment
- Experience of working successfully in an ‘unscripted’ customer contact environment an advantage.
Excellent Employee Benefits·
- Salary £25,051 per annum
- 25 days annual leave, plus paid bank holidays
- Up to 7% pension contribution
- 4 times salary life insurance cover
- Employee Incentive Scheme
- Employee Referral Scheme
- Perks at Work Scheme
About Grain
Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.
With c. £200m of investment raised to date, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!
Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.
Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.
Job Types: Full-time, Permanent
Pay: £25,051.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- Referral programme
Application question(s):
- Do you have any unspent criminal convictions or conditional cautions?
Work Location: In person
