Customer Software Technical Support

1 month ago

United Kingdom Rebel Internet Full time
Rebel is an internet provider that provides Wi-Fi that actually works based on advanced hardware and software for residential UK households. Rebel offers residential Wi-Fi, broadband and home phone services. They’re too big, too stuck with outdated technology and old-fashioned attitudes to Customer needs.

We view investment in our UK based Customer Support team as an asset, not a cost. We take care of our People, because they take care of our Customers.

We are building out our technical Support team. This Technical Support role will be responsible to ensure that if our customers have issues with Rebel’s Customer Premise Equipment (Routers & SuperPods), you help them solve this by investigating the potential issues at the CPE level or Network Level (Access network or Core / Authentication), and answering any questions that come up along the way.

Now, we need you to help us grow.

Provide level 2 support answering questions related to Wi-Fi or Networking
Working with our partners to diagnose & solve technical problems resulting from the CPE Firmware, Openreach’s Access Network or Layer 3 Core Network Authentication
Working with our partners, including network (wholesale and Voice over IP) and CPE partners to solve our customer’s issues
Use specialist technical knowledge of the network to monitor, proactively detect and resolve issues, and work with colleagues and external partners to investigate and resolve escalated issues
Working hours are typically 45 hours per week Monday to Friday 9am to 6pm, but will be required to work one Bank Holiday per year (8 hours total)
Our team is based in London, so you will need to be able to commute to London up to three days per week
 
At least 3 years of experience in working within Network Engineering skilled in Routers, Wi-Fi, Switches and Firewalls
Technical understanding of residential Wi-Fi & Networks, including IPv6, Wi-Fi 5/6/6e/7, Wi-Fi Radios/Channels and FTTC/FTTP/Coaxial networks
Experience working with network authentication for Alt-Nets, such a City Fibre
Experience with HubSpot CRM
Make your mark on a fast-growing, disruptive brand with opportunity for personal growth
Up to an additional 10% Annual Bonus based on agreed metrics, such as customer retention and positive reviews
Flexibility with the ability to work remotely. Our team is based in London, so you will need to be able to commute to London up to three days per week

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Our people are our strongest asset, and the unique skills and perspectives people bring to the team are the driving force of our success.

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