Service Assurance Agent

3 weeks ago

Salford Quays, United Kingdom TalkTalk Full time

Are you the Kind of person that enjoys solving cryptic puzzles?- Do you like chatting on the phone?- Do you want to earn more than market value?- If this sounds like you, we have 8 technical support agent roles available at TalkTalk.You will be Delivering remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly.

This will be 3rd line support and your aim is to quickly understand their needs and resolve their queries in the quickest time possible whilst also looking for additional opportunities which would enhance their TalkTalk experience.

We invest in our people setting them up for success. Your journey will kick start during our comprehensive technical Induction training, so you’re fully prepared and equipped from day one. In addition to this, ongoing training and support will be offered throughout your time here, to help you develop your career in the direction.

On completion we expect you will be in a position to add value by;
- Owning the resolution of customer issues in accordance with processes and policies.
- Working to achieve SLA’s, quality standards and other KPI’s agreed.
- Liaising with internal and external stakeholders to achieve the quickest resolution possible.
- Prioritising own work load using effective time management skills.

Must have:

- Clear communication skills
- Be completely customer focused
- Proven problem solving skills

Be great to also have:

- Complaint management experience
- Ability to work independently
- Telco or ISP experience

The working hours are 40 hours:

- 2 shifts 0900-1730 and 0930-1800 and you will do 2 sets of each per month
- You will work 1 Saturday out of 3 and on the week that you work Saturday you will be on the 0900-1730 shift with a rest day in the week
- No Sunday working
- Agents are able to swap Shifts/Lieu days with other agents once they are fully trained

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

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