Technical Support Advisor
: Job Details :

Company : Gold Group

Job Location : London, Greater London, UK

Posted on : 2022-05-11T09:29:54Z

Job Description :

Technical Support Advisor

London

Brief

Technical Support Advisor needed for a well-known full fibre broadband provider based in London who are looking to employ an experienced and well-rounded Technical Support Advisor that takes pride in their work with an in-depth knowledge of providing 2nd line technical support for customers, customer care agents and installation engineers.

The successful candidate would need to have experience of 1st/2nd line technical support for customers (B2B or B2C) with a focus on networking (LAN / WAN / Wireless) and have a keen interest in becoming a Technical Support Advisor. If you have familiarity with FTTP and networking concepts that would be a plus!

Benefits
  • Salary: £30,000 - £40,000 per annum
  • 25 day's holidays
  • Variable annual bonus based 5-15%
  • Pension Plan
  • Career Progression What the role entails:

    Some of the main duties of the Technical Support Advisor will include:
    • Providing a 2nd line escalation route for customers, handling both direct customer contact and internal support for Customer Care agents and Installation Engineers
    • Delivering thorough and robust troubleshooting of customer issues, handling the more complex technical aspects of broadband and customer's equipment
    • Provide a link to 3rd line support / NOC engineers within the technology team. What experience you need to be the successful Technical Support Advisor:

      Essential:

      Experience of 1st/2nd line technical support for customers (B2B or B2C) with a focus on networking (LAN / WAN / Wireless)

      Knowledge of:
      • TCP/IP
      • Residential Router Technology
      • Residential Wireless Technologies
      • End User devices (Win 10, Android, iOS etc)
      • Familiarity with FTTP and networking concepts
      • Proven ability to rapidly understand root causes of complex issues and deliver solutions that customers can understand.
      • Using support ticketing tools (Service Now / Freshdesk / Zendesk or ideally Salesforce)
      • Excellent written communication skills - able to still complex technical ideas into customer facing self service documents
      • Adaptable communication style - can help novice customers and influence senior technical teams.
      • Calm and methodical approach to problem solving
      • Highly customer focused
      • Ability to manage own time, balancing between reactive customer issues and proactive improvements.
      • Curious about how technology works, with a passion to learn This really is a fantastic opportunity for a Technical Support Advisor to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

        Services advertised by Gold Group are those of an Agency and/or an Employment Business.
        We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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