Broadband Helpdesk Support

Job description

Broadband Support, Helpdesk Advisor

Job role:

With new projects developing, a position for a Helpdesk Advisor has arisen. This role is based in our Technical Support Department, and you will be working closely with the Provisioning and Customer Care departments.

As a Helpdesk Advisor you will be responsible for solving customers challenges with their service - broadband / phone line / fibre broadband / wifi and router issues.

Knowledge: Basic knowledge of Broadband systems would be essential. You should have previously been involved in helpdesk (assisting clients) or, systems, network services, call centre environment etc.

An understanding of what issues the customers are experiencing and what can be done to improve the overall service would be beneficial. A positive approach to work and one who can encourage and support others to maintain the expected level of service to the customers.

Key Responsibilities:

• Answering phone calls and responding to emails to ensure all internal and external customer queries are dealt with in a friendly, professional and timely manner.

• Joint responsibility managing all emails and ensuring that all emails are actioned and responded to within the appropriate Service Level Agreement. All parties must be regularly updated via emails and/or calls to ensuring they are kept fully up to date with the progress on their tickets.

• Aim to provide a "First Time Fix" when assisting customers with all queries / issues over the phone or via email using documents such as system troubleshooting guides or seeking assistance where necessary.

• Pro-actively keeping customers and colleagues updated at all times up to and including resolution whilst keeping log of all actions on the appropriate system.

• Notifying customers of Engineer visits at the time of making the appointment and the day before (to remind them of the booked appointment).

• Calling all customers 24 hours after an Engineer has attended their site to review the service provided and to ensure that all the necessary work has been completed to a high standard.

• Jointly manage the stock room with the team to ensure that an adequate level of equipment is available at all times that need to be sent to customers. Such activities include logging in returned equipment and providing general housekeeping.

• Forge a close working relationship with the Team Leader within your section; discussing such things as work volumes to ensure that all work received is covered in the set time-scales.

Full Time Hours: Monday to Friday - 08:30 to 17:30 one week, and the following week 11:00 to 20:00. Minimum of 1 Saturday per month 10-4. Saturday payable as overtime at time and a half.

Part Time Hours:

Our office is open 8.30am - 8pm Monday to Friday and 10am - 4pm on Saturdays. We are looking for the right people; hours, days and shifts are fully negoitable and flexible for the right person.

Ideally a minimum of 16 hours available each week.

(Suggested working patterns could be either 8.30am - 1pm, 9am - 2pm, 10am - 2pm, 5.30 - 8.30pm, Monday to Friday or 10am - 4pm on Saturdays).

If applying for a part time position, please provide your available hours in your covering letter.

Salary: £10,000 to £20,000, depending on experience and full or part time position.

Working for Global 4:

Global 4 and Home Telecom have 14 departments in house which offer varied routes for progression. We are a leading telecommunications provider based in Horsham, West Sussex, specialising in both Residential (B2C) Home Telecom and (B2B) Global 4 Communications. Our Horsham office housed both sides of the business; we currently employ over 100 staff across 14 departments

We are a family run company and offer a fantastic working environment. There are numerous Charity events across the year, team building days, a good social life, training opportunities and Friday is "dress down day"

The office has free on-site parking and is within walking distance from the town centre, train station and bus stops.

Our holiday allowance is 23 days during your first year (31 including bank holidays), increasing to 25 days after your first year (33 including bank holidays).

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