Technical Customer Service Advisor – 12 month FTC

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the primary point of contact for customers via phone and possibly live chat.

• Address customer concerns during the initial interaction, emphasizing first call resolution.

• Diagnose telecom issues from service initiation to basic device support.

• Handle problems related to slow internet speeds, connectivity, Wi-Fi issues, noisy lines, no dial tone, data and email retrieval, as well as billing and barring challenges.

• Process customer payments.

• Assist customers with telecom-related inquiries and general questions.

• Propose new or additional services when appropriate.

• Receive training on mobile products, including physical SIMs and eSIMs, operating on the 5G network.

• Work towards KPIs such as First Call Resolution, Customer Ease Score, Average Handling Time, Quality, and Compliance.

⛳️ Requirements

• A minimum of one year of experience in a Telecoms contact center.

• Familiarity with broadband service delivery, including ADSL, PSTN, FTTC, FTTP, and VoIP.

• Knowledge of home/internal broadband network connectivity and LANs.

• Understanding of router login processes and the 2.4GHz and 5GHz Wi-Fi frequencies.

• Capability to resolve latency issues, internal Wi-Fi barriers, DNS, firewall, and browser complications.

• Knowledge of how to conduct remote diagnostic line tests.

• Reliable and robust internet connection with at least 25Mbps download and 4Mbps upload speeds.

• A dedicated, quiet workspace that is free from household distractions.

• Must currently reside in the UK.

• Eligibility to live and work in the UK.

• Ability to work full-time during the first 8 weeks of training.

• Selected candidates will be subject to a background check.

🏝️ Benefits

• Performance-based bonus.

• 33 days of holiday, inclusive of Bank Holidays.

• Comprehensive induction and all necessary equipment to perform the job.

• Discounts on services.

• Share options and Save As You Earn Scheme.

• Matched contribution pension scheme.

• Life assurance up to 4 times salary.

• Employee Assistance Programme, which includes free counseling and legal advice.

• Free virtual GP service.

• Discounts on healthcare and medical cash plans.

• Enhanced family-friendly policies.

• Team activities and events, both virtually and in person.

• Belonging groups.

• Continuous learning, development, and training opportunities.