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Technical Support Advisor

3 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nineteen Recruitment Full time

On behalf of our client, a rapidly growing internet service provider, we are recruiting a number of talented Technical Support Advisors to take up an exciting opportunity to join a company that is committed to service excellence and passionate about delivering relationship based service.


This is a permanent and full time opportunity working from home.


Our client
takes pride in what they do and is
passionate about what they do, but don't take themselves
too seriously.

They use
smart simplicity and a little bit of
cheekiness to create
disruption.

Our client has high standards and delivers a service that is fast, reliable and fairly priced. They strive to exceed expectations, managing the needs of their customer now and for the future.


This is an exciting opportunity to join our client's growing team as a Customer Services Technical Support Agent to boost positive outcomes for their customers by either retaining, renewing or upgrading contracts, in line with targets, objectives and KPIs.


We are looking for team members who can deliver personalised service, having the customers at heart and match our client's culture, working in a friendly, supportive and collaborating environment.

You will have prior technical education/experience and know what it takes to keep up team motivation and morale even during the busiest of times, whilst ensuring the best possible customer experience.

You must listen carefully to understand their situation, communicate with confidence, and find a creative solution that ensures our customers feel valued.


Our client's teams are already doing a wonderful job in breaking the mould from the telecom industry's notoriously poor technical customer service.

But we welcome an individual brimming with new ideas and enthusiasm to drive continuous improvement.

Duties and responsibilities

  • Meeting and exceeding their daily KPIs and objectives
  • To deliver an exceptional customer experience to our B2C and B2B clients, breaking the mould from the telecom industry's notoriously poor customer service
  • Troubleshooting technical issues with customers
  • Organising installations and service calls with field engineers
  • Liaising with Operations to ensure Build issues are resolved in a timely manner
Being the voice of the customer in the business and driving forward our customer first company

Qualifications and Experience

  • Previous experience in a telecommunications/technology based environment.
  • Degree or Masters qualification (or equivalent) desirable
  • Experience in a contact centre environment preferred
  • Passion for customers and improving customer experience
  • Be open, honest, and transparent
  • Excellent attention to detail
  • Love learning and developing new skills

Working conditions

  • Shifts will be between Monday and Sunday working 40 hours per week, undertaking 8 hour shifts between 8am9pm and on weekends 9am7pm
  • Fully remote with flexibility to work from office as required

Nineteen Recruitment is committed to equal opportunities and as such no applicant or worker will receive less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race or employment status.

Job Types:
Full-time, Permanent

Pay:
£23,000.00 per year

Ability to commute/relocate:

  • Newcastle upon Tyne, Tyne and Wear: reliably commute or plan to relocate before starting work (required)

Experience:

  • Technical support: 1 year (preferred)

Work Location:
In person