Technical Support Agent

4 days ago

Newcastle Upon Tyne, United Kingdom Ad Warrior Full time

**Technical Support Agent/1st Line Helpdesk**

**Location**:Newcastle or Surrounding areas

**Salary**: £23,000 per annum

**The Role**

The company's Technical Support team is a seamless extension of their brand, committed to service excellence and passionate about delivering relationship-based service. They aim to provide a best-in-class experience for their customers each and every time,personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades to retain their customers.

An exciting opportunity to join their growing team as a Customer Services Technical Adviser to boost positive outcomes for their customers by either retaining, renewing or upgrading contracts, in line with targets, objectives and KPIs.

The company are looking for team members who can deliver personalised service, having the customers at heart and match their culture, working in a friendly, supportive and collaborating environment. You will have prior technical education/experience andknow what it takes to keep up team motivation and morale even during the busiest of times, whilst ensuring the best possible customer experience. You must listen carefully to understand their situation, communicate with confidence, and find a creative solutionthat ensures their customers feel valued.

Their teams are already doing a wonderful job in breaking the mould from the telecom industry’s notoriously poor technical customer service. But the company welcome an individual brimming with new ideas and enthusiasm to drive continuous improvement.

**What you’ll be doing**:

- Meeting and exceeding their daily KPIs and objectives
- To deliver an exceptional customer experience to their B2C and B2B clients, breaking the mould from the telecom industry’s notoriously poor customer service
- Troubleshooting technical issues with customers
- Organising installations and service calls with field engineers
- Liaising with Operations to ensure Build issues are resolved in a timely manner
- Being the voice of the customer in the business and driving forward their customer first company
- Working 5 days a week on shifts that may fall on any of the 7 days a week between the hours of 8am-9pm.
- Working from home

**The experience they’re looking for you to bring**:

- Previous experience in a telecommunication/technology-based environment.
- Degree or Masters qualification (or equivalent) desirable
- Experience in a contact centre environment preferred
- Passion for customers and improving customer experience
- Be open, honest, and transparent
- Excellent attention to detail
- Love learning and developing new skills

**To Apply

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