Technical Support Advisor

Your role will directly contribute to customer success by resolving challenges effectively, delivering outstanding service, and building trusted relationships. If you’re proactive, detail-oriented, enjoy working in a fast-paced technical environment, and take satisfaction in solving problems, then we’d love to hear from you!

What you’ll be doing …

• Answering inbound calls from customers calling out of hours
• Providing technical support and advice to Yo Telecom customers
• Raising and updating tickets on our CRM system
• Going above and beyond with service to WOW everyone from initial contact to updating customers throughout the progress of their ticket
• Focusing on providing first call resolution
• Fault finding and maintaining a range of phone systems including PBX & VOIP systems
• Fault finding and resolving issues arising with broadband equipment, including routers, APs, switches and cabling
• Monitoring ticket queues and pick up critical cases as soon as they are raised
• Liaising with third party providers including; Giacom, Gamma, TruSIP, Openreach, etc.
• Following the escalation process when raising tickets up to another level or to an engineer
• Raising work orders and following processes when arranging engineer visits
• Guiding and instructing customers if issues can be fixed onsite (eg. cabling)
• Directing customers to the appropriate department or colleague where necessary
• Learn, use and share good knowledge with customers and other employees
• Monitoring and managing your own inbox alongside the support inbox

• Able to multitask and work in a fast paced, high pressure environment?
• Have the desire to develop a career in technical support?
• Have a passion for people and business?
• Possess strong organisational skills, with exceptionally strong verbal and written communication?
• Can you think creatively, combined with problem solving skills?

Pulled from the full job description

• Referral programme
• Annual leave
• Sick pay
• Free parking
• Additional leave
• Company pension
• Paid volunteer time, * An additional day of annual leave each year! (up to 5 years)
• Working hours: Mon - Thur: 08:30 - 17:30, Fri: 08:00 - 17:00
• Got an appointment? Use your 10 hours of MyTime allowance!
• 2 paid volunteering days!
• Creating lifelong friends with our amazing workforce!
• Casual dress code!
• Service rewards after 1 year!
• Incentives to destinations like Dubai, skiing, and more!

So if you’re looking to expand your technical support knowledge in a collaborative and learning-focused environment, want to jump into something fresh and exciting, or are keen to take the next step in your technical support career, we’d love to hear from you!

Pay: £22,500.00-£27,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Free parking
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay