Technical Support Specialist

4 weeks ago

Horsham, West Sussex, United Kingdom Global 4 Communications Limited Full time
Job Title: 1st Line Technical Support

Job Summary:

We are seeking a highly motivated and customer-focused 1st Line Technical Support professional to join our dynamic team at Global 4 Communications Limited. As a key member of our support team, you will be responsible for providing exceptional technical knowledge and support to our customers, ensuring their queries are resolved efficiently and effectively.

Key Responsibilities:

  • Provide 1st line technical knowledge and support to customers, escalating complex issues to 2nd/3rd line engineering support as needed.
  • Ensure all customer communications are clear and concise, setting clear expectations and outlining next steps.
  • Support team workload by taking on ad-hoc tasks and collaborating cross-functionally within the broader business.
  • Liaise between teams to ensure customers receive the quickest resolution possible.
  • Adhere to company work instructions, including accurate logging of information and setting next actions.

Requirements:

  • Passion for telecoms and customer support.
  • Natural focus on quality and solution-driven.
  • Customer-driven, proactively seeking to exceed customer expectations.
  • Demonstrable experience of driving quality throughout a team and organisation.
  • Effective handling of customer complaints.
  • Strong customer conflict skills and naturally customer-centric.
  • Excellent interpersonal and communication skills.
  • Naturally hands-on and passionate about supporting team workload.
  • Strong organisational skills and ability to multitask in a fast-paced, growing business.
  • Aptitude for problem-solving and strong attention to detail.

What We Offer:

  • 50% off our Broadband & Utility packages, completely free after two years.
  • £1,000 Refer A Friend Scheme.
  • 33 days holiday allowance including bank holidays.
  • 5 additional days leave granted based upon length of service.
  • £250 Bright Ideas Scheme.
  • Kudos Employee Recognition Scheme - Including Days Out.
  • Buy & Sell holiday allowance scheme.
  • Death in service benefit.
  • Pension scheme.
  • Eye care vouchers.
  • Friday fridge.
  • Paid Charity leave.

About Us:

Global 4 Communications Limited is a leading provider of innovative telecoms solutions. We pride ourselves on our 5-star Trustpilot rating and ISO 9001 and 27001 accreditations. Our team is passionate about delivering exceptional customer service and support, and we're committed to making a positive impact in our community.

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