Service Assurance Agent

2 weeks ago


Salford Quays, United Kingdom TalkTalk Full time

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

As a Service Assurance agent, you will play a key role in delivering the highest level of service to TalkTalk Direct customers. You will be part of a team of highly skilled engineers who provide technical support to a wide range.

Your role will be to work within the current team of technical engineers managing your own technical cases.

**Responsibilities**:
- Day to day management of technical cases and engineering support to key TTB Direct customers-
- Managing Fault resolution within agreed SLA'S with customers.- Undertake detailed problem and fault investigation for complex cases and manage customer expectations accordingly- Perform towards agreed objectives individual and team KPI'S- Carry out work flow management in line with KPI'S and escalation management.- Be proactive in identifying potential areas of improvement in support processes.- Ensuring customer satisfaction at all times- Support the management team with escalations and Ad-Hoc requests.

To be successful in the role

Essential- Customer Service- Technical Support- Ticket Management- Attention to detail

Desirable- Telco or ISP Experience

What can
_we_ offer
_you_?- Free TalkTalk broadband for all employees- Electric car charging points available at our HQ.- Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.- Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.- Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

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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