Description:
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.
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.
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.
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.
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.
Key Responsibilities
- To provide high quality telephony, supplier-portal and email support to Zen’s Residential and Small Business customers
- Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics
- Take ownership of customer issues following through until resolution
- Provide timely and accurate responses to customer enquiries via phone/email/portals
- Take internal escalations and track/raise escalations to 2nd and 3rd Line teams
- 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
- Provide input and feedback to deliver continual improvement and assist your team in implementing changes
- Attend meetings and projects as determined by the business
- Other reasonable duties and projects as defined by your line manager
- 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
Technical Candidate Profile
- Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios
- Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN
- Previous experience of Fault Management or ticket handling is desirable
- IT Helpdesk or Service desk experience
Personal Candidate Profile
- Highly customer focussed & able to add value to our award-winning customer service standards
- Excellent communication skills, able to articulate technical information to a variety of end user abilities
- Good questioning techniques to identify the root cause of issues
- Proven experience in a Customer Service, Technical Support, or similar role
- Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines
- Be a keen adopter of new technologies, processes, and systems
- Have empathy for the impact of decisions made upon the customer
- Ability to remain calm and focussed in an ever-changing environment
- Always eager to “do the right thing” for the customer