2nd Line Customer Support

Quickline Communications Limited; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated 2nd Line Customer Support Specialist with technical expertise to enhance customer satisfaction. In this dynamic role, you will perform diagnostics, resolve customer issues, and provide technical guidance on broadband products. The ideal candidate thrives in a fast-paced environment and possesses excellent communication skills. Join a passionate team dedicated to delivering reliable internet to underserved areas and enjoy a range of benefits, including generous leave and health schemes. If you are driven by customer service and technical support, this opportunity is perfect for you!

Benefits

Pension – 5% employer / 5% employee contribution

WPA Health Scheme

25 days annual leave + bank holidays

High Street Shopping Discount Scheme

Free Parking on site

Regular ‘Lunch & Learns’

Social Events – Summer and Christmas parties

Thank Q Awards – Monthly and yearly prizes

Qualifications

• Experience in Broadband & Wi-Fi Protocols is desirable.
• Excellent communication skills both written and verbal.

Responsibilities

• Perform 2nd line support diagnostics to resolve faults and implement workarounds.
• Maintain in-depth knowledge of Quickline products and provide technical guidance.

Skills

Broadband & Wi-Fi Protocols

Excellent Communication Skills

Attention to Detail

Investigative Diagnostics

Teamwork

Tools

Salesforce

Job description

We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So we’re on a mission to provide just that. Lightning fast, reliable broadband that reaches the places other providers leave behind.

Our mission relies on a team full of inspiring people, and we’re looking for 2nd Line Customer Support with Technical experience to help us maximise customer satisfaction.

Could that be you? If Customer Service or Technical Support gets you out of bed in the morning, and Resolving Customer Issues puts a smile on your face then we would love to find out more about you.

Here’s why you’ll love this role…

• Respond to customer cases by performing 2nd line support diagnostics, to resolve the fault and/or implement a workaround solution that meets SLA standards and customer needs, with occasional 1st Line support co-ordination duties.
• Ensure that all fault management systems are updated in a timely manner detailing levels of customer contact, diagnostics results and general direction setting in terms of resolution planning and expectations.
• Maintain in-depth knowledge in relation to Quickline products, customers, sites and equipment, providing prompt and accurate information, advice and technical guidance.

Here’s why you’ll be great in this role…

• Experience in Broadband & Wi-Fi Protocols is desirable.
• Comfortable Working in a Fast-Paced Technical Contact Centre Environment.
• Excellent Communication Skills both Written and Verbal.
• Excellent Computer Skills with a Critical Eye for Attention to Detail.
• Proficient at case updates and Investigative Diagnostics/Methodology.
• Comfortable to work Individually or as Part of a Team.
• Working Knowledge of Salesforce preferred but not essential.

The Benefits…

• Pension – 5% employer / 5% employee contribution.
• WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
• 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
• High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
• Free Parking on site.
• Regular ‘Lunch & Learns’ and company wide ‘Elevenses’ meets to discuss company direction.
• Social Events – Summer and Christmas parties etc.
• Thank Q Awards – Monthly £50 winner, yearly £500 winner.

… and more.

Please note: Unfortunately, we can’t offer visa sponsorship.