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Tonbridge

    Shift Technician - Tonbridge & Mallin, Kent, United Kingdom - Trooli

    Trooli
    Trooli Tonbridge & Mallin, Kent, United Kingdom

    1 week ago

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    Description

    Location:
    Office - Kings Hill, Kent

    Schedule:
    Monday - Friday, flexible working hours between 08.

    Shift Patterns: 8:00-16:00, 9:00-17:00, 10-18:00 and weekend work included.

    If this is you, then you are Trooli's next Helpdesk Technician who provides quick concise diagnostics and technical support to our customers who are experiencing issues with their broadband service.

    You will provide a world class customer service and manage customer incidents and reassuring the customer by providing speedy resolutions with their broadband, phone line, fibre broadband and WIFI and router issues to deliver excellent customer service resolution in superspeed time by;

    Respond to customers within the agreed target times when service issues are detected and communicate to the customer through various technologies, for example, phone, e-mail and webchat, until resolution.

    Manage tickets assigned, logging and keeping records of customer services issues and solutions in the helpdesk ticketing system, ensuring all is up to date.

    Diagnose, log, action and follow 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.

    Understanding of Broadband systems, routers and WIFI is essential for this role Experience in a customer service, call centre environment or first line support ideally in telecommunications industry
    Delivering exceptional high quality standard customer service, technical support and stiving to improve customer service experience.
    Good knowledge and understanding of diagnosing network faults with broadband, telephone, WIFI, Routers, and broadband fibre.
    Educated to GCSE or equivalent,, ideally grade C and above with math, English, and IT or Science
    NVQ level 1, 2 or 3 in Customer services would be beneficial
    Network Engineer qualification computer software/systems engineer, computer systems and networks

    We welcome applicants who struggle to apply online to contact for a chat or email us directly to .


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