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1st Line Support Agent - Kingston upon Hull, United Kingdom - Connexin

Connexin

Verified Company

Kingston upon Hull, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Us
We're on a mission to
"Simplify technology to connect the real world with the digital world to improve the way we live".

To get there, we govern ourselves with a set of simple, yet powerful guiding principles.
We believe we make a difference to people's lives._
We care about each other & our customers._
We challenge the Industry._
We delivery on our promises and have fun doing it._

What you will be doing

As a first line support agent you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections.

You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated.

Previous experience within a customer service and/or within an ISP is advantageous.
Working hours are between 8am-8pm on a shift rotation.

Key Responsibilities

Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
Identify solutions for our customers services and escalate to the relevant departments when required.
Ensure all customer queries and incidents are recorded and resolved within agreed SLA's.
Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
Ensuring that complaints are adequately handled and concluded, escalating to your Team Leader where required.
Accurately updating all customer cases, leaving a strong audit trail.
Adherence to companies GDPR policy.
Managing your own workload to meet objectives set.

Essential qualifications, skills, competencies and experience

Great telephone skills.
Ability to work across a number of different systems and platforms.
Good level of organisational skills.
Ability to work to and meet tight deadlines
Experience working within a customer service/ 1st line support helpdesk, ideally for an ISP (although full training is provided)
Strong attention to detail.
Computer literate.
Good level of maths and English.

Desirable qualifications, skills, competencies
and experience