Customer Support Advisor

We are seeking an experienced Customer Support Advisor to join our Customer Helpdesk team, who will be the first point of contact for our customers. You will be passionate about delivering a first-class service and support to our customers. If you are interested in this role, we would love to hear from you! The role is based in our Kings Hill head office Monday-Friday. Shift Patterns: 8:00-16:00, 9:00-17:00., 10-18:00, 12-20:00 and weekend work on occasion. Day to day duties:

• Responding to customers within the agreed target times when service issues are detected and communicate to the customer through various technologies, for example, phone, email and webchat, until resolution.
• Managing tickets assigned, logging and keeping records of customer interactions to ensure customers are satisfied.
• Diagnosing, logging, actioning and following 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.
• Liaising with third party telecommunication providers to achieve a swift and satisfactory resolution for all customers.
• Updating the line manager of any outstanding faults in a timely manner.
• Being a team player who will take ownership and be proactive when it comes to helping the team reach its shared goals.
• Proactively handling customer complaints and working collaboratively across other departments to ensure a resolution is provided in a timely manner.
  
  Educated to GCSE or equivalent, ideally grade C and above with Maths, English and IT or Science.
Desirable:
• NVQ Level 1, 2 or 3 in Customer Services
Skills / Experience:
• Experience in a customer service or call centre environment preferably within telecommunications or broadband.
• Delivering exceptional high quality standard customer service, technical support and striving to improve customer service experience.
• Working in a fast-paced environment, experience to adapt to each circumstance to ensure customers are happy.
• Excellent communication skills, verbal, listening, written and being able to talk though the customer through the required steps to resolve issues.
• Proficient user of Microsoft Suite
• Prior experience managing and resolving customer complaints. Investigates complaints against company policies; directly provides complaint solutions to customers; and ensures complaints are handled in line with process, procedures and within regulatory timeframes.
• Excellent attention to detail and analytical thinking
• Able to remain calm and professional
• Well organised
Desirable:
• Experienced in telecommunications industry, broadband, fibre VoIP, telephones, IT first line support
• Understanding of broadband systems, routers, WIFI and network faults
• Good level of knowledge with IT literacy and technical understanding
  
  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., 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. Founded in 2002 Co-workers 250 Turnover 5M

At Trooli, we are passionate about innovation and excellence. We offer a dynamic work environment where you can make a significant impact on our growth and services. You'll be joining a forward-thinking team that values collaboration and a can-do attitude. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.