The role:
As a Technical Support Advisor at toob, your role will be to support the Customer Service team by handling complex customer diagnostics and resolving faults. You will assist customers by discussing and resolving technical issues on our network or in their homes using friendly, non-technical language. Additionally, you will collaborate with internal and external teams to ensure that customers without service are managed effectively and within SLA's.
What you'll bring to toob:
* Passion for delivering outstanding customer service.
* Great problem-solving skills, with experience in diagnosing and resolving technical issues.
* A methodical and logical approach, attention to detail, and ability to handle multiple tasks effectively.
* Knowledge of broadband, home networking, Wi-Fi, or related technologies is desirable (but we're happy to support your growth in these areas).
* A positive, collaborative, and solutions-focused attitude.
* Excellent communication skills, with the ability to explain technical concepts clearly to customers and colleagues with varying levels of technical understanding.
* Adaptability to coach and support 1st line teams with varying technical expertise.
* Resilience and the ability to work effectively in a fast-paced, team-oriented environment.
Role responsibilities:
* Provide technical support (2nd line) directly to customers in a friendly and accessible manner.
* Diagnose and resolve complex broadband and service activation issues for Customer Service advisors and engineers.
* Investigate and resolve faults related to broadband installations and live services.
* Collaborate with internal support teams to address service faults and escalations, ensuring timely resolution.
* Monitor service visit appointments to ensure adherence to SLAs, escalating where needed to minimise customer impact.
* Support faults for business customers, working to meet 48-hour SLA targets.
* Act as a key link between Customer Service, Network, and IT teams to address customer-impacting issues and keep relevant teams updated.
toob Benefits:
* A positive, collaborative, and supportive work environment
* Annual leave - 25 days
* Annual Bonus
* Group Pension
* Group Critical Illness
* Private Medical Scheme
* Development opportunities
Shift pattern:
Monday to Friday working between 08:00-20:00. 1 in 4 late weeks 11:30-20:00. One in 4 weekends, Saturday 08:00-18:00 and Sunday 10:00-16:00.
More about toob
We're toob, a multi-award-winning full-fibre broadband provider on a mission to transform England's internet experience Founded in 2017 by a team of well-versed Directors from some of the world's biggest telecommunications brands, it's our goal to provide affordable access to fast & reliable full-fibre broadband so every household and business can thrive in this digital age.
Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it's critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.
toob are committed to inclusiveness and equality of opportunity - we don't just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us. We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities.
Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.
Job Types: Full-time, Permanent
Pay: £27,500.00 per year
Benefits:
* Bereavement leave
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* On-site parking
* Private medical insurance
* Referral programme
Work Location: In person