Technical Support Advisor- working from home

Job Description

Hi there! Thanks for stopping by our job advert.Were Community Fibre and our mission is to bring better internet to everyone. You wont find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customers premisesand into our consumers homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growingfast.We are passionate and love working with local communitiesthe clue is in our name. We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre- over 20% of our talent is from communities that we serve.We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

• We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
• We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
• We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

Were proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, were looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard-workingteam players to join us and be a part of our growing business.Job purpose:Our Technical Support team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service. We aim to provide a best-in-class experience for our customers each and every time, personifyingwhat it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades to retain our customers.An exciting opportunity to join our growing team as a Customer Services Technical Adviser to boost positive outcomes for our customers by either retaining, renewing or upgrading contracts, in line with targets, objectives and KPIs.We are looking for team members who can deliver personalised service, having the customers at heart and match our culture, working in a friendly, supportive and collaborating environment. You will have prior technical education/experience and know what ittakes 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 solution that ensuresour customers feel valued.Our teams are already doing a wonderful job in breaking the mould from the telecom industrys notoriously poor technical customer service. But we welcome an individual brimming with new ideas and enthusiasm to drive continuous improvement.What youll be doing:

• Meeting and exceeding their daily KPIs and objectives
• To deliver an exceptional customer experience to our B2C and B2B clients, breaking the mould from the telecom industrys notoriously poor customer service
• Taking inbound customer queries over the phone, email, and chat
• 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 our 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.

The experience were looking for you to bring:

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

Why join us:

• You get to work with some of the best technology in the market
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
• We all love time off whether thats going on an exotic holiday or a staycation, youll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Keen cyclist, join our cycle to work scheme
• Flexible WFH policy
• Enjoy the perks of Vitality health
• You get to work with an amazing bunch of people

What happens next:Youve done your bit so sit back and relax, we will review your application and come back to you.If we think youre not quite right for the role you have applied for but may be a better fit for another, well definitely let you know.We are an Armed Forces friendly organisation.We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Keyskills :
Technical Support