2nd Line Telecoms Helpdesk/ Technical Advisor

1 week ago

Bath, United Kingdom Truespeed Full time

**About us**

Here at Truespeed, we like to do things differently. From the ultrafast broadband we provide, how we interact with our customers, our team focused mentality and the work we produce, everything is done to the very best of our ability.

We need innovative and passionate people who’ll make a real difference to the business and our customers - and that’s where you come in.

If you have at least 1-2 years’ experience working on a **1st and 2nd line helpdesk within the telecommunications industry,** are looking for a new challenge and have previous exposure to Broadband and VoiP technologies and network and Wi-Fi trouble shooting, we would love to hear from you.

**What I’ll be doing at Truespeed**:
You’ll be responsible for:

- Providing a 2nd line phone and ticket escalation routes for both our residential end customers and the Customer Service team.
- Deliver thorough and robust troubleshooting of residential customers issues relating to their broadband and telephone services and resolving Wi-Fi issues.
- Use our systems to diagnose faults with a residential customers service and support the repair process from booking to managing any configuration changes required as a result.
- Supporting our Installation Engineers with activation of broadband and phone services and fault resolution.
- Support the Technical Support Team Lead with training and upskilling Customer Service to support on basic troubleshooting.
- Keeping up to speed and developing your own skillset and methodology through best practise forums, external workshops, or seminars.

**What skills I’ll bring to the role**:
Essential Skills & Experience:

- Demonstrable experience gained in a 1st and 2nd line technical support team, troubleshooting technical issues/questions directly with customers over the phone.
- Good understanding of broadband and VoIP technologies, familiar with network and Wi-Fi troubleshooting to identify and resolve connectivity issues. This includes accessing end user equipment.
- Proven ability to rapidly understand root causes of complex issues and deliver solutions that customers can understand.
- Good written and verbal communication is a must with an ability to tailor information to customers with a wide range of technical understanding.
- Flexible approach and ability to meet deadlines.
- Desire to learn and takes initiative to develop professionally.
- Excellent time management skills.
- Positive, high energy, can-do attitude.

**The benefits I get for working here**:
What we offer:

- A chance to join a fast paced, industry disruptor that’s doing things differently
- Flexible working
- Competitive salary
- Great benefits like life insurance, health care options, pension
- Great working environment
- 25 days holiday plus bank holidays
- Refer a friend scheme

We’re an equal opportunities employer. We celebrate diversity and we’re committed to creating an inclusive environment for our whole team.
- Location
- Bath
- Department
- Customer Care
- Job Title
- 2nd Line Telecoms Helpdesk/ Technical Advisor
- City
- Bath
- Country
- United Kindom

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