Technical Support Advisor
6 months ago
Are you ready for an exciting new challenge with a successful Gold Standard full fibre network provider?_
**A little bit about us**
We’re not like other broadband providers, and we really don’t want to be. We are currently on a mission to ensure rural communities across East Anglia and Essex can access future-ready, hyper-fast, full-fibre broadband.
After securing a total of £146 million in from our investors, we need you to play a part in our ambitious future
**Why join County Broadband**
At County Broadband we believe in giving back to our employees and empowering everyone to develop to their full potential. We believe in our values of being Ambitious, Loyal and Proud
We currently offer some great benefits, that are continuously being reviewed
- ** Salary up to £25,000 per annum.**:
- 25 days per annum, plus bank holidays.
- Private Medical Insurance with Vitality
- Company bonus scheme
- Access to 1000's discounts via Reward Gateway.
- Enhanced maternity/paternity pay
- Company sick pay
- A future leaders programme
- Clearly defined career and training pathways
**About our exciting opportunity**
You will work as part of our Customer Services Team to help resolve queries, and questions and conduct technical troubleshooting.
Your role will centre around prioritising customer issues that may come via a variety of channels, taking ownership of such queries and progressing open cases to completion.
This will all be done whilst keeping the customer up to date and delivering first-rate customer satisfaction within agreed company SLAs.
Your duties will include, but are not limited to:
- Deliver first-class end user experience through engaging, friendly, and confident customer support.
- Provide inbound and outbound telephony support, adhering to business SLAs.
- Manage support tickets, ensuring responses within agreed SLAs, and maintain accurate customer records.
- Monitor network maintenance SLAs, report breaches, and coordinate with Network Operations for issue resolution.
- Maintain equipment, update platforms, coordinate appointments, and handle invoicing and refunds within budgetary limits.
**Your skills and experience**
- GCSE Maths and English
- Minimum of 1 year experience in a technical support role.
- Technical experience within a telecoms industry environment (desirable).
- Using and managing an electronic ticketing system (desirable).
- Knowledge and experience telecommunication and wi-fi (desirable).
**What happens next?**
You’ve done your part by applying, so breathe easy and we will give you feedback within 5 working days.
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