Here at Trooli, we’re on a mission to banish buffering, vanish video call embarrassment and clear up those “up to” speed claims that give broadband a bad name.
How? By expanding our new, guaranteed, ultrafast, full fibre broadband speeds to as many communities as possible across Kent, East Sussex and beyond.
Like what you see? Here’s a few more reasons why you should get in touch…
* We’re passionate about growth
In two years we’ve passed 200,000 premises, grown from 10 to over 250 staff and become one of the most respected and exciting altnets in the industry – and that’s just the start.
* We’re passionate about our people
At the heart of our culture is a belief that a company is more than politics and processes and our high staff retention rate is a sign that life at Trooli is that bit brighter than the norm. Our people are the heartbeat of our success and we’re committed to helping them grow alongside our network.
* We’re passionate about our customers
Wouldn’t it be nice for a network to be independent of Openreach and fully able to focus on it’s customers? Well, welcome to Trooli and with our excellent Trustpilot rating it’s clear we’re doing something right.
Job title: Helpdesk Technician
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 see yourself as a person who likes to solve problems and gets the best resolutions for customers. Are you a fast thinker who enjoys turning challenges into a positive experience and gets immense satisfaction by keeping people connected. If this is you, then you are Trooli’s next Helpdesk Technician who provides quick concise diagnostics and technical support to our customers who are experiencing issues with their broadband service.
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
* Understanding of Broadband systems, routers and WIFI is essential for this role Experience in a customer service, call centre environment or first line support ideally in telecommunications industry
* 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
* Good knowledge and understanding of diagnosing network faults with broadband, telephone, WIFI, Routers, and broadband fibre.
* 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 recruitment@trooli.com. We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.