Technical Support Agent - Level 2 Telecoms

Full Time | Wembley, ENGLAND | 3 months

Job Summary

Full Time
£25,000 - £28,500 per annum
Wembley

Job Description


£25,000 - £28,500 per annum
Wembley , Middlesex
Permanent, full-time
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Key Purpose of the Role:

This is a fantastic opportunity has to join this property tech Company who are seeking a dynamic Customer Experience Team. Working for this SMART techCompany who take pride in their delivery of excellent customer experiences. The role is to provide both telephone and email support and on-site support to residential & business customers on broadband, Voice and Wireless services, primarily in the areas of technical support, general technical queries and connection advice.

This role will have a significant level of face to face interaction with our clients across their North West London business site. The person fulfilling this role will act as a brand ambassador and assist driving customer advocacy for Company. It is essential that you have previous telecoms experience with LAN, Routers and strong IP knowledge.

Responsibilities:

  • First point of escalation for customers in the resolution of technical voice and broadband queries
  • Gathering customer’s information, determining the issue, assessing the situation and working with the customer to resolve the problem
  • Resolve customer queries during first contact using established procedures and systems.
  • Liaising with Level 2 technicians and field engineers to resolve more complex issues that require escalation
  • Liaising with internal departments to assist with the resolution of general customer queries
  • Liaising with external service providers and vendors to ensure that customer issues are resolved in a timely manner
  • Handling cases within SLA and ensuring customers issues are brought to full resolution
  • Administrative functions including case management, system management and reporting where necessary
  • Provide support to team colleagues and team Manager
  • Remain up-to-date with products, delivery methods and technology beyond scheduled training.

Experience & Skills:

  • Familiarity with Broadband and Telephony services
  • Knowledge of basic IT concepts, IP, Broadband and voice technologies
  • Experience in a customer support environment is an advantage
  • Professional and pleasant telephone manner, patience and an ability to explain technical procedures over the phone is essential.
  • Team player - working in co-operation with colleagues and local management teams.
  • Self-motivated, detailed and organised
  • Clear concise communication with both oral & written communication skills are required.
  • Demonstrable ability to negotiate and deal with difficult customers and situations
  • Proven PC skills, especially MS Office (ECDL or equivalent)
  • Ability to work within a KPI driven environment

Our Values

This company have a set of core values that will require all their people and partners to align. These DNA defines how they operate as a business. These Values are;

  • Customer: Excellence in Customer Experience, every time
  • Challenge: Challenge and innovate for growth
  • One Team: Take ownership, deliver a one team
  • Fun: Celebrate success, quirky and fun
  • Grow: Shaping the future, be all we can be
  • Fresh: Earn trust through 'Fresh’ and open communications

  • Required skills
    • Broadband
    • Routers
    • Technical Support
    • Wireless

    Application questions
    Do you have a strong understanding of routers and IP?

    Do you have a minimum of 3 years tech support in telecoms?

    Can you get to Wembley?

    Please answer all of the application questions.
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    Reference: 39653491

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