Customer Support Specialist

3 weeks ago

Rochdale, Rochdale, United Kingdom Zen Internet Full time

Overview of the Position

Fostering an Inclusive Workplace

At Zen Internet, we value the diversity that each individual brings to our team. Your unique background, experiences, and perspectives are important to us, and we are committed to creating an environment where everyone feels welcome and valued.

We are excited to learn more about you as a person and offer numerous opportunities for personal and professional growth. Join us in a supportive atmosphere where you can thrive and enjoy your work.

Important Note for Recruitment Agencies: We are currently not seeking external agency assistance for this position. We have established partnerships with select agencies and will reach out if needed.

Job Responsibilities

This position offers a vibrant and dynamic opportunity for the right individual to become part of our enthusiastic team. The environment is fast-paced, encouraging the sharing of innovative ideas and a commitment to ethical practices. As a key member of the Customer Support team, you will serve as the initial point of contact for a diverse customer base, assisting with various products and services until resolution is achieved. Your main goal will be to ensure first-contact resolution while also educating customers on our self-service options and their advantages. Throughout this process, you will provide timely updates and prioritize queries to ensure prompt resolutions. This role requires exceptional customer service abilities, with the capacity to engage with a wide range of customers, from individual users to small businesses. Ideal candidates will be dedicated to delivering high-quality technical support and possess strong troubleshooting skills, often identifying issues with minimal information from customers while understanding the implications of service disruptions on their operations.

Key Duties

Deliver high-quality support via phone, email, and online portals to both residential and small business clients. Accurately diagnose the root causes of customer issues through effective and thoughtful analysis. Take ownership of customer inquiries, ensuring follow-through until resolution. Provide timely and precise responses to customer questions through various communication channels. Manage internal escalations and coordinate with higher-level support teams as necessary. Empower customers to resolve their own issues using our self-service tools and advocate for their benefits. Contribute feedback for continuous improvement and assist in implementing changes within the team. Participate in meetings and projects as required by the organization. Perform other reasonable tasks and projects as assigned by your supervisor.

Technical Qualifications

Familiarity with ADSL, FTTC, FTTP(H), PSTN, and VoIP product lines. Previous experience in fault management or ticket handling is preferred. Background in IT helpdesk or service desk roles.

Personal Attributes

Strong customer focus and ability to enhance our award-winning service standards. Excellent communication skills, capable of conveying technical information to various user levels. Effective questioning techniques to uncover the root causes of issues. Proven experience in customer service, technical support, or a related field. Ability to work independently, managing multiple tasks and meeting tight deadlines. Enthusiastic about adopting new technologies, processes, and systems. Empathetic towards the impact of decisions on customers. Capacity to remain calm and focused in a dynamic environment. Always motivated to "do the right thing" for our customers.

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