Technical Customer Service Advisor - 12 month FTC (Fully Remote)

Utility Warehouse; United States; Remote; USD 30,000 - 41,000; Full time

Benefits offered by this job

Pension

Life assurance

Employee assistance

Virtual GP

Enhanced family-friendly policies

Job summary

Utility Warehouse is hiring for a telecom support role based in the United States. The successful candidate will handle broadband issues, mobile troubleshooting, and billing queries while delivering high-quality service across multiple channels.

The role requires understanding of broadband delivery (ADSL, PSTN, FTTC, FTTP, VoIP) and home network troubleshooting, plus the ability to run remote diagnostic tests and work Saturdays as part of the schedule. Competitive pay and benefits are provided.

Qualifications

• At least one year of telecom contact centre experience.
• Understanding of broadband delivery (ADSL, PSTN, FTTC, FTTP, VoIP) and home network troubleshooting (LANs, Wi-Fi frequencies, latency, DNS).
• Ability to run remote diagnostic line tests and work shifts including Saturdays.

Responsibilities

• Manage issues like slow speeds, connectivity, Wi-Fi faults, noisy lines, billing, payments, and mobile troubleshooting (physical and eSIMs on 5G).
• Deliver award-winning customer service with first-call resolution across multiple channels.
• Achieve performance targets and maintain quality compliance.

Skills

Telecom contact centre experience

Broadband delivery knowledge

Home network troubleshooting

Remote diagnostic tests

Job description

• At least one year of telecom contact centre experience.
• Understanding of broadband delivery (ADSL, PSTN, FTTC, FTTP, VoIP) and home network troubleshooting (LANs, Wi-Fi frequencies, latency, DNS).
• Ability to run remote diagnostic line tests and work shifts including Saturdays.

Key Responsibilities:

• Manage issues like slow speeds, connectivity, Wi-Fi faults, noisy lines, billing, payments, and mobile troubleshooting (physical and eSIMs on 5G).
• Deliver award-winning customer service with first-call resolution across multiple channels.
• Achieve performance targets and maintain quality compliance.

What We Offer:

• £26,850 yearly salary plus performance-based bonus.
• 33 days holiday including bank holidays, with full training and equipment provided.
• Benefits include pension, life assurance, employee assistance, virtual GP, and enhanced family-friendly policies.

Utility Warehouse

Utility Warehouse provides utilities like energy, broadband, mobile, and insurance in one bill, aiming to simplify and save customers time and money. They are aiming to double in size and offer a supportive, inclusive culture with opportunities for growth.