Customer Support Specialist – First-Line Tech Help

Wessex Internet; New Forest; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Salary up to 29k

Holiday allowance

Private medical

Life assurance

Income protection

Cycle to work

Tech purchase

Enhanced family leave

Broadband discount

High street discounts

Team socials

Career development

Job summary

Wessex Internet is expanding into the New Forest and rural areas, seeking a Customer Support Advisor to be the friendly first contact for customers by phone or email. You will follow support processes, log interactions in Salesforce, and escalate complex queries to the Team Leader as needed.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with opportunities for career development in a fast-moving broadband provider.

Qualifications

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to your Team Leader when required.
• Log all interactions accurately in Salesforce and follow up promptly.
• Work towards Service Level Agreement (SLA) targets and help your team achieve them.
• Provide first-line technical support, escalating only when necessary.
• Recommend upgrades and service enhancements tailored to customers’ needs.
• Suggest improvements to processes that boost team success and customer satisfaction.

Responsibilities

• Be the first point of contact for customers by phone and email.
• Follow support processes and escalate complex issues to your Team Leader when required.
• Log all interactions accurately in Salesforce and follow up promptly.
• Work towards Service Level Agreement (SLA) targets and help your team achieve them.
• Provide first-line technical support, escalating only when necessary.

Job description

Wessex Internet is expanding into the New Forest and rural areas, seeking a Customer Support Advisor to be the friendly first contact for customers by phone or email. You will follow support processes, log interactions in Salesforce, and escalate complex queries to the Team Leader as needed.

You’ll receive full training to handle a wide range of enquiries, from basic technical support to account management, with opportunities for career development in a fast-moving broadband provider.