Customer Technical Support

Gigaclear; Abingdon; On-site; GBP 25,000 - 28,000; Full time

Job summary

An innovative company is seeking Customer Technical Support Representatives to join their dynamic team. In this role, you will leverage your customer focus and technical skills to resolve broadband issues effectively. You'll be the first point of contact for customers, utilizing diagnostic tools and your problem-solving abilities to ensure satisfaction. With a commitment to employee well-being and development, this forward-thinking firm offers generous benefits, including a robust pension scheme, health cash plans, and opportunities for continuous learning. If you're ready to make a difference in a growing industry, this is the perfect opportunity for you.

Benefits

Generous employer pension with up to 8% matched contribution

Income protection & life assurance

25 days holiday plus bank holidays

Health cash plan

24/7 remote GP access

Employee Assistance Programme

Unlimited access to online Learning Management System

Flexible working environment

Health & Wellbeing initiatives

Company-funded social events

Qualifications

• Strong customer focus and ownership of customer issues.
• Ability to explain technical issues clearly and effectively.

Responsibilities

• Identify and diagnose technical issues with broadband connections.
• Aim for first-call resolution using technical knowledge and communication skills.

Skills

Customer Focus

Technical Troubleshooting

Effective Communication

Problem-Solving

Empathy

Tools

Diagnostic Software

Job description

With salary rising to £27,500 within 9 months plus a maximum of £200 a month bonus.

We are looking for individuals who are customer-focused and willing to learn strong technical skills to join our team as Customer Technical Support Representatives. Ideal candidates should possess a strong customer focus, take ownership of customer issues, and drive them to resolution. You should be comfortable communicating with customers via phone, chat, and email, and be able to explain troubleshooting steps clearly and effectively.

Note: Our teams work in slight shift patterns over a 5-day, 37.5-hour week, covering 8 am to 8 pm, including weekends on a rota basis (approximately once every 5 weeks).

Key Responsibilities:

1. Diagnostic Skills: Identify and diagnose a wide range of technical issues with broadband connections, understanding root causes and recommending fixes.
2. Effective Questioning: Ask relevant questions to gather information, such as timing of issues, recent setup changes, and affected devices, to narrow down problems.
3. Utilizing Tools and Resources: Use diagnostic software, knowledge databases, and other resources effectively to troubleshoot and assist customers.
4. First-Call Resolution: Aim to resolve issues during the first contact by combining technical knowledge, communication skills, and problem-solving abilities.
5. Empathy and Communication: Maintain empathy and clear communication, explaining technical issues in simple terms and demonstrating patience and understanding.

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing fibre-to-the-premises infrastructure in some of the UK's most challenging areas, empowering communities with city-level broadband access.

Staff Rewards, Benefits, And Opportunities

• Generous employer pension with 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 Values

Our approach is guided by our mission, vision, and values: Find a way, Be committed, Do the right thing, Keep it simple.