The Vacancy
We’re building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm & Sat - Sun 9am to 5pm
The Role
1. This role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a “do the right thing” ethos.
2. As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email products through to resolution.
3. The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.
4. The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.
5. This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.
6. Technical Support operates between the hours of 8am and 8pm Monday to Friday and 9am to 5pm Saturday and Sunday inc Bank Holidays.
Working hours are based on a rota covering those hours so the successful applicant will need to be available to work on a shift rotation basis
Key Responsibilities
7. To provide high quality telephony, supplier-portal and email support to Zen’s Residential and Small Business customers
8. Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics
9. Take ownership of customer issues following through until resolution
10. Provide timely and accurate responses to customer enquiries via phone/email/portals
11. Take internal escalations and track/raise escalations to 2nd and 3rd Line teams
12. Educate Residential and Small Business customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools
13. Provide input and feedback to deliver continual improvement and assist your team in implementing changes
14. Attend meetings and projects as determined by the business
15. Other reasonable duties and projects as defined by your line manager
Technical Candidate Profile
16. Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios
17. Recent experience of working in the ISP sector.
18. Previous experience of Fault Management or ticket handling is desirable
19. IT Helpdesk or Service desk experience
Personal Candidate Profile
20. Highly customer focussed & able to add value to our award-winning customer service standards
21. Excellent communication skills, able to articulate technical information to a variety of end user abilities
22. Good questioning techniques to identify the root cause of issues
23. Proven experience in a Customer Service, Technical Support, or similar role
24. Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines
25. Be a keen adopter of new technologies, processes, and systems
26. Have empathy for the impact of decisions made upon the customer
27. Ability to remain calm and focussed in an ever-changing environment
28. Always eager to “do the right thing” for the customer