Customer Helpdesk Support

Gigaclear; Abingdon; On-site; GBP 23,000 - 28,000; Full time

Job summary

A leading broadband service provider is seeking Customer Helpdesk Support Representatives in Abingdon. Candidates should exhibit strong customer focus and be willing to learn technical skills. Responsibilities include diagnosing broadband issues, effective communication, and utilizing troubleshooting tools. The role offers competitive salary growth, generous health and pension benefits, and a flexible working environment. Join a team committed to delivering exceptional service and empowering communities with brilliant broadband.

Benefits

Generous employer pension

Income protection & life assurance

25 days holiday

Health cash plan

Unlimited access to online Learning Management System

Enhanced maternity and paternity provisions

Flexible working environment

Health & Wellbeing initiatives

Qualifications

• Strong customer focus with ownership of issues.
• Comfortable communicating via phone, chat, and email.
• Ability to effectively simplify technical steps.

Responsibilities

• Diagnosing a wide range of technical issues with broadband.
• Asking relevant questions to gather information.
• Utilizing tools and resources for troubleshooting.
• Achieving first-call resolution when possible.
• Maintaining clear communication with empathy.

Skills

Customer focus

Technical troubleshooting

Effective questioning

Empathy

Communication skills

Job description

With salary rising to £27,500 within 9 months plus max £200 a month bonus. We are looking for individuals who are not only customer-focused but also possess the willingness to learn strong technical skills to join our team as Customer Helpdesk Support Representatives. We are looking for agents who possess a strong customer focus, willing to take ownership of customer issues and drive them to resolution, you should be comfortable and confident communicating with customers via phone, chat and email and have the ability to break down trouble shooting steps simply and effectively.

Note, at the moment, our teams work slight shift patterns over a 5 day, 37.5 hour week to cover 8am to 8pm and a weekend on a rota basis (circa 1 every 5 weeks).

Key Responsibilities

• Diagnostic Skills: You will be responsible for identifying and diagnosing a wide range of technical issues that customers may encounter with their broadband connections. This involves a systematic and analytical approach to understanding the problem's root cause and offering recommendations for fixes.
• Effective Questioning: To diagnose issues accurately, you will need to ask customers the right questions to gather information. This includes inquiring about the timing of the issue, any recent changes to their setup, and specific devices affected. Your ability to ask probing and relevant questions will help narrow down the problem.
• Utilizing Tools and Resources: You will have access to various tools and resources designed to aid in troubleshooting. This may include diagnostic software, knowledge databases, you will be trained and proficient in using these resources to assist our customers efficiently.
• First-Call Resolution: Our goal is to resolve customers' technical issues during their initial contact whenever possible and is our focus. This requires a combination of technical knowledge, communication skill set, problem-solving skills, and a commitment to providing outstanding customer service.
• Empathy and Communication: While troubleshooting, it's crucial to maintain a high level of empathy and clear communication with customers. Technical jargon should be explained in a way that is easy for customers to understand, and you should exhibit patience and understanding, even when addressing complex issues.

Staff Rewards, Benefits, And Opportunities

• Generous employer pension; up to 8% matched contribution
• Income protection & life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme, Yay Days and your Birthday off!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
• Unlimited access to our online Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events

Our approach is to work guided by our mission, vision and values.

Our Mission - Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together