Technical Customer Service Advisor

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

📋 Description

• Act as the primary point of contact for customers via various channels, predominantly by phone and potentially through live chat.

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

• Diagnose issues from the service entry point, which includes phone sockets or ONTs, extending to some device support.

• Handle slow internet speeds, connectivity problems, Wi-Fi complications, noisy lines, no dial tone issues, data and email access problems, billing and barring inquiries, and payments across Telecoms products.

• Oversee and troubleshoot physical SIM and eSIM Mobile products on the 5G network after receiving training.

• Propose new or additional services when suitable.

• Assist customers with billing inquiries and process payments.

• Provide support to colleagues in other areas with general customer inquiries as needed.

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

⛳️ Requirements

• Minimum of one year of experience in a Telecoms contact centre.

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

• Knowledge of home/internal broadband network connectivity (LANs).

• Experience in logging into routers.

• Understanding of 2.4GHz and 5GHz Wi-Fi frequencies.

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

• Knowledge of remote diagnostic line tests.

• Reliable and robust internet connection with a minimum of 25Mbps download and 4Mbps upload speeds.

• Dedicated, quiet workspace that is free from distractions.

• Currently residing in the UK.

• Authorized to live and work in the UK.

• Availability to work full-time during the initial 8 weeks of training.

• Candidates will undergo a background check.

🏝️ Benefits

• Performance-based bonus.

• 33 days of holiday, including Bank Holidays.

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

• Discounts on company services.

• Share options and Save As You Earn Scheme.

• Matched contribution pension scheme.

• Life assurance coverage up to 4 times salary.

• Employee Assistance Programme offering free counselling and legal advice.

• Free virtual GP service.

• Discounts on healthcare and medical cash plans.

• Enhanced family-friendly policies.

• Team activities throughout the year, both virtually and in person.

• Belonging groups.

• Continuous learning, development, and training opportunities.