Technical Support Agent

Communityfibre ,
London, Greater London
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Job Description

About Us: Community Fibre is on a mission to bring "Better Internet to Everyone", unlike many traditional "fibre broadband" providers where old and slow copper technology is used, Community Fibre install optical fibre cables directly to homes giving the customer access to "true" fibre broadband. Since December 2015 our key achievements have been: * Raised 90m investment from large institutions. * Acquired 360,000 wayleaves across Local Authorities, Housing Associations and Private Landlords. * Deployed our full fibre infrastructure to 100,000 premises. We are here to disrupt the market and change the rules of the game. Our teams are empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop. Every member of our team plays an integral part of our success. Job Purpose: We're looking for enthusiastic, reliable and bright candidates with technical customer service experience and networking background to make our customers happy. To deliver an exceptional customer experience to our B2C and B2B clients, breaking the mould from the telecom industry's notoriously poor technical customer service. The critical nature of the infrastructure will require you to work both quickly and carefully. Be able to provide Tier 1 Technical support to our customers, turn a potentially unhappy customer into a happy one. You will run through basic diagnostics questions and tests to understand how best you are able to help them. Flexibility would be required as our technical support team work a rotating shift pattern including some weekend work. Duties & Responsibilities: * Taking inbound technical customer queries over the phone and via email. * Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools. * Utilising CRM tools and systems - provide outstanding technical assistance to our customers through live troubleshooting and problem isolation. * Organising installations and service calls with field engineers. * Liaising with Operations to ensure build issues are resolved in a timely manner. Qualifications & Experience: * Proven experience as a Technical Customer Support Representative, ideally within a similar working environment. * Knowledge of FTTH/FTTC a plus. * University degree or equivalent experience. * Experience working with a service provider network (desirable but not essential). * Understanding of networking principles. * Previous experience in a telecommunications/technology based environment. * Working knowledge and understanding of Zendesk or similar ticketing systems is advantageous. * Desire to work in an agile, start-up environment and go the 'extra mile' to support our delivery of a great customer experience. Be a self-starter. * Be open, honest, and transparent. * Excellent attention to detail. * Love learning and developing new skills. We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds. Apply for this Job

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