Technical Customer Service Advisor

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

📋 Description

• Act as the initial point of contact for customers via phone and potentially live chat.

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

• Diagnose telecom issues from the service entry point and provide some device support.

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

• Assist customers with Telecoms and Mobile products, including physical and eSIM offerings on the 5G network.

• Propose new or additional services when appropriate.

• Aid customers with their bills and process payments.

• Provide support to colleagues in other departments with general customer inquiries when necessary.

• Strive to meet KPIs such as 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 delivery methods such as ADSL, PSTN, FTTC, FTTP, and VoIP.

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

• Capability to log into routers.

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

• Proficiency in troubleshooting latency, internal Wi-Fi barriers, DNS, firewall, and browser-related issues.

• Ability to conduct remote diagnostic line tests.

• Strong critical thinking and troubleshooting skills.

• Outstanding customer service and problem-solving skills.

• Competence in managing challenging, difficult, and emotional calls.

• Capacity to maintain composure under pressure in a dynamic, fast-paced environment.

• Drive to achieve goals and targets.

• Attributes such as responsibility, integrity, efficiency, patience, empathy, emotional intelligence, good timekeeping, and commitment.

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

• Dedicated, quiet, non-communal workspace with a workstation, natural light, access to fresh air, and no distractions.

• Currently living in the UK with eligibility to live and work in the UK.

• Successful candidates will undergo 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 UW services.

• Share options and a Save As You Earn Scheme.

• Matched contribution pension scheme.

• Life assurance coverage up to 4 times the 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-building activities throughout the year, both virtually and in-person.

• Belonging groups.

• Continuous learning, development, and training opportunities.