Technical Customer Service Advisor - 12 month FTC

Utility Warehouse

6d•$26,850•Remote

About The Position

We are looking for great people to join our Telco Customer Service Advisor roles. This role is not for everyone, but if you have keen critical thinking skills, enjoy troubleshooting, are driven by providing excellent customer service, and can handle challenging calls in a fast-paced environment, then you might be the right fit. We work together as a team, supporting customers with general queries across multiple contact channels. You will be trained comprehensively on our Telecoms and Mobile products, including troubleshooting various issues like slow internet speeds, connectivity problems, Wi-Fi issues, billing, and payments. Our goal is to ensure customers receive award-winning customer service.

Requirements

Experience working in a Telecoms contact centre for at least one year.
Understanding of the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC, FTTP and VoIP).
Understanding of the basics of home/internal broadband network connectivity (LANs), logging into routers, the different Wi-Fi frequencies (2.4GHz and 5GHz).
Ability to resolve issues such as latency, internal Wi-Fi obstacles, DNS, and factors such as firewall and browser issues.
Understanding of how to run remote diagnostic line tests.
Stable and strong internet connection with a minimum requirement of 25Mbps Download and 4Mbps Upload.
A dedicated, quiet workspace with a workstation, plenty of natural light, access to fresh air, and no distractions. This cannot be a communal space or a space shared by other household members.
Currently residing in the UK with eligibility to live and work in the UK.
Ability to work full-time for the first 8 weeks for training.
Keen critical thinking skills with the ability to troubleshoot an issue and come up with a solution.
Driven by giving an excellent customer service experience and pride in exceeding customer expectations.
Comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing.
A problem solver who enjoys helping customers with their questions and concerns.
Ability to remain calm under pressure and thrive in a busy fast-paced environment.
Motivated by meeting goals and targets and can demonstrate responsibility, integrity, and efficiency.
Demonstrate patience, empathy, and possess emotional intelligence.
Demonstrate good timekeeping and commitment.

Responsibilities

Manage issues such as slow internet speeds, poor or no connectivity, Wi-Fi issues, noisy lines or no dial tone faults, data and email retrieval issues, billing and barring issues, taking payments and much more across our Telecoms products.
Troubleshoot issues related to Telecoms and Mobile products, including physical and eSIMs on a 5G network.
Act as the first point of contact for customers across multiple contact channels (mainly phone, but may also include live chat).
Resolve customer issues on the first call whenever possible.
Troubleshoot issues from the service entry point (phone socket or ONT) up to and including some device support.
Offer new or additional services where appropriate.
Assist customers with their bills and process payments.
Work towards KPIs such as First Call Resolution, Customer Ease Score, Average Handling Time, and Quality & Compliance.

Benefits

£26,850 per annum plus a performance based bonus
33 days holiday inclusive of Bank Holidays
A full induction and all the kit you need to do your job
Discount on our services
Share options and Save As You Earn Scheme
A matched contribution pension scheme
Life assurance up to 4x your salary
Employee Assistance Programme including free counselling and legal advice
Free virtual GP service plus discounts on healthcare and medical cash plans
Enhanced family-friendly policies
Opportunities to have fun with your team throughout the year, virtually and in person.
Belonging groups to help shape an inclusive future.
Ongoing learning, development and training.