Telecoms Helpdesk Support

Telecoms Helpdesk Support

The Telecoms Helpdesk Support role:

You will be representing a leading business services provider and you will play an imperative part in the roll out of full fibre across their new and existing clients. This is a B2B role, so you will be speaking to SME owners. This is an exciting opportunity to be a part of the development of a new team within an already successful company. This is a great opportunity to really progress and kick start your career. Once this team has been created, you will then be responsible for training and onboarding new members of staff.

Daily duties of the Telecoms Helpdesk Support:

• Resolve any order exceptions preventing successful service activation, liaising where required with customers and suppliers to resolve all issues.
• Handle customer order enquiries and requests for support during on-boarding and support the customer to diagnose and resolve set-up issues.
• Ensure right first-time billing for newly live customers. Case manage, investigate, and resolve billing queries and disputes raised by Customers.
• Actively contribute to improving customer journey and experience across VOIP and Access products.
• Successfully resolve customer technical complaints, liaising with the Customer Resolution team if necessary.
• Develop an expert knowledge of the systems, products and processes for telecoms, including assisting development of these for VOIP and Access, and support colleagues with queries.
• Support training and development of new Onboarding and In-life Advisors and Specialists.
• Act as a subject matter expert and ambassador for access and VOIP products
• Create excellent working relationships across the colleague community.

Benefits of the Telecoms Helpdesk Support role:

• Competitive salary between £21,000 - £22,000 DOE + Bonnus
• Hybrid working available, WFH 2 days per week after training
• Be a part of an exciting growth model, opportunity to grow your own team
• Excellent progression onto Expert Telecoms Helpdesk Support and Team Leader roles
• Free on-site parking
• On site gym and bar
• Business hours, Monday - Friday, no weekends.

The successful Telecoms Helpdesk Support will have:

• Strong demonstrable experience in a high-volume B2B technical support, customer care or provisioning/ onboarding team.
• Strong experience supporting FTTP, SOGEA, Digital voice and/or FTTC in a customer care /technical / provisioning role.
• Relatable and positive experience of working in a fast-paced transforming organisation, where everything isn't perfect, but we're working hard to get there.
• An in-depth understanding of B2B technical support processes.
• Evidence of effective problem-solving relating to customer faults.

We have immediate start dates available for this role. Interested in the Telecoms Helpdesk Support role? Click APPLY below for an immediate telephone consultation!