1st Line Broadband Support – Telecoms

Honeybee Personnel are hiring for a 1st Line Support Agent to join our client in Dartford, Kent. Due to company growth, they are looking for someone to join them in their Customer Support centre to provide Broadband technical support to their customers. The role of the 1st Line Support Agent is to deliver fantastic customer service by providing a professional, efficient and accurate service for all enquiries, faults and service requests. 1st Line Agents will be responsible for providing a first time fix to customers where achievable and escalating accordingly where not.

Key Duties:
– Primary contact for all inbound customer telephone calls and email traffic
– Manage faults and requests, in line with relevant third party processes, on behalf of the customer
– 1st time fix rate/closed first contact achieved in line with service level targets and KPI’s
– Provide regular, proactive and timely communication/progress updates to internal and external customers
– Own and be fully accountable for all 1st line/incidents/faults/service requests through to final resolution and satisfactory conclusion.
– Retain a current knowledge of network products/services as well as manufacturer hardware and support
– Responsible for accurate logging and processing of ALL incidents/faults/service requests, within all systems – internal and external
– Ensure customer records within CRM are regularly and accurately updated providing a full audit trail of all incidents/faults and service requests.

Key Requirements:
– At least 12 months experience of handling Broadband tech support issues
– Have an understanding of IP Networks, basic routing and how they are used to deliver broadband services
– An understanding of ADSL, Fibre, home networking and associated broadband technologies
– An understanding of Broadband Networking (Copper/Fibre) and Voice (IPBX/VOIP)
– Experience of working with Windows/IOS/Unix Operating Systems and Basic Troubleshooting on network connectivity issues.
– Experience and understanding of wired and wireless technologies
– Minimum A Level education.

Salary and Benefits:
– £26,000 per year dependent on experience
– Standard working hours: Monday – Friday 8.30-18.00. This may change in the future to occasional weekends and evenings.
– Ongoing training, support and personal development
– Fun, social, buzzing vibrant team environment
– Newly opened, cutting edge design office environment

We regret that due to the amount of applications we receive, if you do not have the required criteria we will not be able to respond.

If you have not heard from us within two weeks, please assume your application has been unsuccessful.