With 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 willing to learn strong technical skills to join our team as Customer Technical Support Representatives. Ideal candidates should possess a strong customer focus, take ownership of customer issues, and drive them to resolution. You should be comfortable communicating with customers via phone, chat, and email, and be able to explain troubleshooting steps clearly and effectively.
Note: Our teams work in slight shift patterns over a 5-day, 37.5-hour week, covering 8 am to 8 pm, including weekends on a rota basis (approximately once every 5 weeks).
Key Responsibilities:
1. Diagnostic Skills: Identify and diagnose a wide range of technical issues with broadband connections, understanding root causes and recommending fixes.
2. Effective Questioning: Ask relevant questions to gather information, such as timing of issues, recent setup changes, and affected devices, to narrow down problems.
3. Utilizing Tools and Resources: Use diagnostic software, knowledge databases, and other resources effectively to troubleshoot and assist customers.
4. First-Call Resolution: Aim to resolve issues during the first contact by combining technical knowledge, communication skills, and problem-solving abilities.
5. Empathy and Communication: Maintain empathy and clear communication, explaining technical issues in simple terms and demonstrating patience and understanding.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing fibre-to-the-premises infrastructure in some of the UK's most challenging areas, empowering communities with city-level broadband access.
Staff Rewards, Benefits, And Opportunities
* Generous employer pension with up to 8% matched contribution
* Income protection & 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 & 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.
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