Customer Support Advisor: Elevate Rural Connectivity

Wessex Internet; Blandford Forum; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance

Income protection

Cycle to Work

Tech purchase schemes

Staff broadband discount

High street discounts

Team socials

Career development opportunities

Job summary

Wessex Internet is seeking a friendly Customer Support Advisor to be the first point of contact for customers by phone and email. You will follow support processes, escalate complex issues when needed, and work to meet SLA targets while logging interactions in Salesforce.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with a focus on delivering excellent service and helping customers improve their connectivity across the

Qualifications

• Experience handling high volumes of customer enquiries in a fast-paced environment.
• Strong multitasking and organisational skills to manage multiple queries and SLAs.
• Comfort with using CRM systems and standard IT applications.

Responsibilities

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to the Team Leader.
• Work towards SLA targets and help the team achieve them.
• Log all interactions accurately in Salesforce and follow up promptly.
• Manage overflow calls from other departments while maintaining a customer-first experience.
• Provide first-line technical support, escalating only when necessary.
• Recommend upgrades and service enhancements tailored to customers' needs.
• Suggest process improvements to boost team success and customer satisfaction.

Skills

Excellent communication

Customer service experience

High volume handling

SLA targets

Salesforce CRM

Tools

Salesforce

Job description

Wessex Internet is seeking a friendly Customer Support Advisor to be the first point of contact for customers by phone and email. You will follow support processes, escalate complex issues when needed, and work to meet SLA targets while logging interactions in Salesforce.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with a focus on delivering excellent service and helping customers improve their connectivity across the