Customer Helpdesk Support

Gigaclear; Abingdon; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension up to 8%

Income protection

Life assurance

25 days holiday

Holiday purchase scheme

Health cash plan

Remote GP access

Employee assistance

Learning LMS access

Long service benefits

Maternity/Paternity

Flexible working

Wellbeing initiatives

Job summary

Gigaclear is hiring for Customer Helpdesk Support Representatives in the UK. You will diagnose technical broadband issues, ask targeted questions, and guide customers through troubleshooting with empathy and clear communication. Work 37.5 hours over 5 days with a weekend rota, while helping customers over phone, chat and email.

The role emphasizes ownership of issues, effective problem-solving, and using available tools to achieve first-call resolution and high customer satisfaction.

Qualifications

• Customer-focused and willing to learn technical skills.
• Ability to communicate with customers via phone, chat and email.
• Willing to work 37.5 hours over 5 days with a weekend rota.

Responsibilities

• Identify and diagnose a wide range of technical broadband issues.
• Ask customers the right questions to gather information.
• Use diagnostic tools and knowledge resources to assist customers.
• Resolve issues on first contact where possible.
• Maintain empathy and clear communication throughout.

Skills

Customer focus

Technical troubleshooting

Communication skills

Problem solving

Empathy

Multi-channel support

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.

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

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