We are recruiting on behalf of a next gen software company who have a vision for the future of broadband; their team are building to increase consumer and enterprise value across the rapidly growing internet broadband sector by redefining approaches to automation, analytics, and improved tooling.

Working with their sister company's wholesale fibre network designed to be open access to any ISP, brand or telecoms operator, our team is looking to grow our professional services department by introducing a brand-new internet service provider and wholesale customer experience team.

This is a fantastic opportunity for those wanting to work in a diverse technical environment whilst providing a customer first approach with massive room to progress and grow.

Day to day responsibilities:

• Ensuring wholesale customer queries are logged, managed, and resolved
• Triaging technical issues using our ticketing system, in line with set Key Performance Indicators
• Creating and updating customer records using the relevant system
• Write clear reports and letters as required
• Draft documents for management
• Liaise with operational staff, managers and technical specialists
• Keeping customers up to date with information relating to queries
• Maintain a positive and professional attitude towards customers at all times
• Responding promptly to all incoming customer enquiries
• Providing first line communication to customers through various channels including telephone, email & social media
• Being responsive, acknowledging & resolving customer complaints to a satisfactory conclusion/escalate unresolved complaints
• Completing administration processes associated with all customer interactions including the processing of orders, forms, applications, & any other requests
• Utilising & updating the customer database in order to maintain details of customer interactions, transactions, comments, & complaints

Desirable experience:

• Previous experience working in a ISP support role, technician or support role
• Previous customer service experience
• IT literate (including social media platforms)
• Good communication and listening skills, Pro-active, can-do attitude with strong problem-solving skills
• A clear passion for technology
• Ability to handle multiple issues, prioritising and effective management of your time in a fast-paced environment
• Experience with helpdesk automation tools and remote management applications
• Ability to communicate highly technical information to a variety of people, in both verbal and written form to build and maintain effective relationships with colleagues at all levels
• Pro-active, can-do attitude with strong problem-solving skills
• A team player with the ability to work autonomously whilst referring issues upstream where appropriate

Mandatory experience:

• 1 year of customer service experience in telecoms industry
• Strong English language in written and verbal

You will be required to attend some on site training in the West Midlands area upon starting, and this will be between 2-3 weeks.

Job Types: Full-time, Permanent

Salary: £24,000.00-£28,000.00 per year

Benefits:

• Company pension
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Application question(s):

• Please can you confirm your notice period?

Work Location: Remote

Application deadline: 01/02/2023
Reference ID: CSA/Jan22

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