Customer Helpdesk Support Agent

Job title: Customer Helpdesk Support Agent

Salary: £20,000 - £24,000

Location: Office - Kings Hill, Kent

Schedule: Monday - Friday, flexible working hours between 08.00-18.00, 7.5 hours per day, 37.5 hours per week.

Shift Patterns: 8:00-16:00, 9:00-17:00, 10-18:00 and weekend work included.

About you

Do you have previous customer service experience and would like to step into a technical helpdesk position? We are looking for Customer Helpdesk Technician's who will provide our customers with quick concise diagnostics and technical support who are experiencing issues with their broadband service. 

This is a training opportunity for those who are interested in learning more about telecoms!

The role:

Working as part of the Technical Support Team your role will be pivotal in keeping our customer connected to their broadband. You will provide a world class customer service and manage customer incidents and reassuring the customer by providing speedy resolutions with their broadband, phone line, fibre broadband and WIFI and router issues to deliver excellent customer service resolution in superspeed time by;

Respond to customers within the agreed target times when service issues are detected and communicate to the customer through various technologies, for example, phone, e-mail and webchat, until resolution.

Manage tickets assigned, logging and keeping records of customer services issues and solutions in the helpdesk ticketing system, ensuring all is up to date.

Diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed and where fault cannot be fixed remotely escalate to field engineers.

Escalate service users to second and third line support engineers when appropriate for swift resolution

Liaise with third party telecommunication providers to achieve a swift and satisfactory resolution for all customers.
Skills and Experience

Experience in a customer service, call centre environment or first line support ideally in telecommunications industry would be preferred but not essential.

Delivering exceptional high quality standard customer service, technical support and stiving to improve customer service experience.

Working in a fast paced environment, experience to adapt to each circumstance to win over customers and overcome challenges.

Excellent communications skills, verbal, listening, written and being able to talk through the customer through the required steps to resolve issues

Have a desire to learn and develop knowledge about broadband, WIFI, Routers and also how the Trooli network works

Good level of knowledge with IT literacy and technical understanding and logical thinker

Excellent attention to detail, and analytical thinking
Qualifications:

Ideally you will have one of the following qualifications or equivalent experience:

Educated to GCSE or equivalent, ideally grade C and above with math, English, and IT or Science

NVQ level 1, 2 or 3 in Customer services would be beneficial

Network Engineer qualification computer software/systems engineer, computer systems and networks
At Trooli we work hard to create an inclusive, collaborative and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to . We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely