Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.
Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.
Wildanet, building careers from the Southwest to anywhere.
Job Title: Technical Customer Care Agent
Salary: £27,000 - £28,500 DOE per annum
Additional Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Onsite Free Parking/ Eyecare Vouchers/ Flexi working hours/ Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Employee Share Options/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (after probation has been passed).
Location: Liskeard Office
Role Purpose: As a Senior Customer Care Agent and a key member of the customer care function, you will play a key role in ensuring that Wildanet offers an excellent customer experience that anticipates and addresses the customer’s need and eliminates the need to contact Wildanet for help and support.
Main Responsibilities:
* The Technical Care Agent is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation. Wildanet Technical Customer Care Agents provide polite, professional, and empathetic customer experiences to those who make any type of enquiry.
* Technical Care Agents should have a good understanding of all Wildanet products & services, as well as strong communication skills, to provide personalised solutions.
* Technical Care Agents are a technical point of escalation that sit between NOC and first line care agents and will triage incoming calls and tickets accordingly. They should possess a foundational understanding of networking principles (e.g., IP addressing, DNS, routing basics) and be comfortable using diagnostic tools such as, Nokia
* Corteca, remote management software, VoIP diagnostics, ping, B2B ticket, traceroute, and speed tests to assist in issue triage.
* Technical Care Agents will take on a wider responsibility to mentor and assist with training the first line Care Agents.
* Act as a key escalation point for technical queries and complex issues that first-line agents are unable to resolve
* Bridge the communication and technical understanding between the NOC team and frontline Customer Care Agents to ensure efficient issue resolution
* Access to networking tools to diagnose issues and provide first call resolution (FCR)
Key Activities:
While duties and responsibilities will vary, they typically include:
* Manage new and rearrange existing installation appointments effectively and efficiently to provide an excellent customer experience, balancing the preferences of the customer with the operational needs of the business
* Proactively identify improvements to the customer’s specific issue as well as to the overall customer experience
* Maintain accurate records and data across Wildanet’s systems
* Facilitate customer feedback and reviews to support and improve Wildanet’s reputation
* Support root-cause analysis for recurring technical issues, feeding insights into process or system improvements in collaboration with the NOC.
* Lead regular knowledge-sharing sessions to upskill frontline agents on systems, processes, and technical troubleshooting techniques.
* Assist in the continuous development and improvement of training materials and onboarding programs for new
* Customer Care Agents.
* Monitor and track the effectiveness of escalation handling, providing feedback and coaching to the team as required
* Undertake tasks effectively and efficiently, meeting Wildanet’s targets for productivity, service level and the ‘cost to serve’ each customer.
* Serve as a technical go between for NOC (networks) and the first line care agents with the support and training from NOCs team.
* Triage cases and tickets accordingly in line with the Technical Agents role and training
* Utilise CRM and ticketing systems to document, track, and escalate issues efficiently, ensuring accurate handover to NOC when required
* Assist with the onboarding and development of junior staff including training and mentoring first line agents
Essential Person Specification
Knowledge:
* Strong knowledge of device cloud management platforms (e.g. Ubiquiti / Unifi / TP Link Omada)
* Basic understanding of WiFi principles 2.4 / 5ghz.
* Knowledge escalation procedures and when to implement these.
* Knowledge of customer services systems and fault reporting procedures.
* Knowledge of Wildanet's services and products.
Skills/Attributes:
* High proficiency in Microsoft and other relevant business tools & systems, to generate insight, reports and presentations for team members, peers and senior management.
* Basic technical troubleshooting skills and familiarity with networking concepts and tools.
* Experience with CRM and ticketing platforms to manage customer interactions and escalations
* Ability to analyze support trends and generate reports to inform process improvements.
* Self-motivated, ambitious, proactive and possessing a strong entrepreneurial spirit, adaptable to business growth fluctuations and able to work independently.
* Thrives in a fast-paced environment and work well under time pressure
* Excellent attention to detail and the ability to multi-task
* Customer centric with a strong customer service experience & be passionate about the customer experience, with a desire to exceed all customer service targets.
* High level of resilience.
* Ability to think creatively.
Experience:
* 3+ years of working experience in a customer service position within a fast-paced and dynamic business environment, preferably working in a customer service role.
* Experience working with cross-functional teams (e.g., NOC, engineering) to resolve technical issues and improve service delivery
Qualifications:
* General level qualification, to include numeracy and literacy
* Certifications such as CompTIA Network+, Cisco CCNA, or ITIL Foundation are advantageous
Circumstances:
* Work with others to achieve Team targets and goals.
* Professional dress code applies.
* Weekend working will apply on a rota basis, usually a Saturday once per month. This will be compensated by a day off in the week.
* This role is a hybrid role, with a minimum of 3 days in our Head office in Liskeard per week and the flexibility to attend up to 5 days per week when the business requires.
Job Types: Full-time, Permanent
Pay: £27,000.00-£28,500.00 per year
Benefits:
* Additional leave
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* Health & wellbeing programme
* On-site parking
* Paid volunteer time
* Sick pay
* Work from home
Schedule:
* 8 hour shift
* Monday to Friday
* Weekend availability
Work Location: In person