Customer Technical Support

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

Job summary

A growing broadband service provider in the UK is seeking Customer Technical Support Representatives committed to providing exceptional service. Ideal candidates will demonstrate strong communication and diagnostic skills, resolving technical issues during initial contact. This role offers a competitive salary, comprehensive benefits, and opportunities for growth in a supportive environment.

Benefits

Generous pension scheme

25 days holiday plus bank holidays

Health cash plan and 24/7 remote GP access

Flexible working environment

Qualifications

• Confident in communicating via phone, chat, and email.
• Capable of explaining troubleshooting steps clearly.
• Able to utilize diagnostic tools and databases effectively.

Responsibilities

• Identify and diagnose technical issues related to broadband.
• Gather detailed information about issues through effective questioning.
• Aim for first-call resolution of technical issues.

Skills

Customer-focused

Strong communication skills

Diagnostic skills

Problem-solving

Job description

With a 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 eager to learn strong technical skills to join our team as Customer Technical Support Representatives. Ideal candidates should be confident in communicating via phone, chat, and email, and capable of explaining troubleshooting steps clearly and effectively.

Note: Our teams currently work in slight shift patterns over a 5-day, 37.5-hour week, covering 8 am to 8 pm, with a weekend rota approximately every 5 weeks.

Key Responsibilities:

• Diagnostic Skills: Identify and diagnose a broad range of technical issues related to broadband connections, employing a systematic approach to find root causes and suggest solutions.
• Effective Questioning: Ask relevant questions to gather detailed information about issues, recent changes, and affected devices to facilitate accurate diagnosis.
• Utilizing Tools and Resources: Use diagnostic software, knowledge databases, and other tools proficiently, supported by training, to assist customers efficiently.
• First-Call Resolution: Aim to resolve technical issues during the initial contact by applying technical knowledge, problem-solving skills, and excellent communication.
• Empathy and Communication: Maintain empathy and clear communication, avoiding technical jargon, and demonstrating patience and understanding, even with complex issues.

  About Gigaclear:

  Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, expanding its fibre-to-the-premises infrastructure across challenging areas of the UK to provide communities with city-level broadband services.

  Staff Rewards, Benefits, And Opportunities:

  • Generous pension scheme with up to 8% matched contributions
  • Income protection and 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 and 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.