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1st Line Support Agent

2 weeks ago

Kingston upon Hull, United Kingdom Connexin Full time

**About Us** We're on a mission to **"Simplify technology to connect the real world with the **digital world to improve the way we live”.** To get there, we govern ourselves with a set of simple, yet powerful guiding principles. - We believe we make a difference to people’s lives._ - We care about each other & our customers._ - We challenge the Industry._ - We delivery on our promises and have fun doing it._ **What you will be doing** As a first line support agent you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections. You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated. Previous experience within a customer service and/or within an ISP is advantageous. Working hours are between 8am-8pm on a shift rotation. **Key Responsibilities** - Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers. - Identify solutions for our customers services and escalate to the relevant departments when required. - Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s. - Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required. - Ensuring that complaints are adequately handled and concluded, escalating to your Team Leader where required. - Accurately updating all customer cases, leaving a strong audit trail. - Adherence to companies GDPR policy. - Managing your own workload to meet objectives set. **Essential qualifications, skills, competencies and experience** - Great telephone skills. - Ability to work across a number of different systems and platforms. - Good level of organisational skills. - Ability to work to and meet tight deadlines - Experience working within a customer service/ 1st line support helpdesk, ideally for an ISP (although full training is provided) - Strong attention to detail. - Computer literate. - Good level of maths and English. **Desirable qualifications, skills, **competencies** and experience** - Experience of working for an ISP is desirable but not essential. **Benefits** - Great Culture & Awesome People - 25 Days Holiday + Bank Holidays - Enhanced Parental Benefits - Employee Referral Scheme - Birthday Day Off - Flexible Working - Cycle to Work Scheme **Equality and Diversity** - Age - Disability - Gender reassignment - Marriage or civil partnership - Pregnancy or maternity - Race - Religion - Sex - Sexual Orientation