As a Technical Support Analyst you will be responsible for providing 1st line technical support to KCOM customers, both internal and external, across a portfolio of Products.
In this role you will be working in a fast paced environment within our New Customer Service Operations Centre, Salvesen Way, Hull HU3 4XQ.
What will I be doing?
You’ll be the first person our customers speak to when they call in for help and advice about their phone or broadband. You'll be taking inbound calls from customers relating to ISP/Broadband services and other related software/hardware.
Most of your day will be spent on the telephone, speaking to those customers, aiming to resolve their problem the first time they call, you will help to make improvements to the services our customers are receiving. You’ll need to record the details of those conversations on our in-house systems, making sure all the details are correct and clearly written so that if we ever need to go back to them we have very clear instructions on what’s happened, saving any duplication and ensuring we always deliver the best customer experience we can.
What do I need to do this job?
Skills we definitely need you to have:
Previous customer service experience, whether that’s in a Contact Centre or another similar environment. You’ll need to be great at communicating with our customers and your colleagues over the phone, as well as have good IT skills and a great understanding with In Home Networking.
As a Technical Support Analyst you would have your own responsibilities, but there is a huge amount of team-working involved too, so we love to have team players on board. Our customers want to know they’re talking to someone with a genuine interest in helping them and dealing with their query quickly and efficiently, so we look for analysts with a genuine interest in delivering a great customer service, technical support and building relationships. The environment is busy, your team overall will receive thousands of calls a month, so it’s important that you keep on track and achieve your set targets. Within the role for a Technical Support Analyst you will be trouble shooting with customers about their broadband issues, broadband connections and any other faults they may have, so Technical Knowledge will be a definite advantage.
The first three weeks of the job are spent doing intensive training to make sure you feel totally ready to start your new job and then a further three weeks taking live calls still in a training environment, to prepare you for joining your team.
What are my hours of work?
Our customer service centre is a 24/7 operation. We currently have Full Time and Part Time positions available. If you come for an interview, we’ll ask you what hours you are looking for and what flexibility you may have. We’ll work out what works best for everyone, what you can do and what shift patterns we have available to offer, if your successful.
Salary and benefits
You’ll get 25 days holiday per year, a pension, bonus, 4 times salary life assurance and access to the KCOM flexible benefits scheme.
The salary is £17,500
What’s the process?
All our applications are online, so please apply at www.kcomcareers.com follow the link to apply for the position. You’ll just need to fill in a very short application form and attach your CV. We’ll then be in touch to do a telephone interview, and if you are successful at that stage you’ll come into the office to take part in an assessment day. There will be some other candidates there too, and during the day you’ll take part in a few different group exercises, and have the chance to see the office environment and listen to live calls. If you’re successful at the assessment stage you will be invited to attend an interview.
- Professional community:Customer Service & Support
- Location:Hull – Salvesen Way
- Working Hours:37.5