Technical Customer Service Advisor
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Customer Service Advisor resolving broadband, telecoms, mobile, billing, and connectivity issues for Utility Warehouse utility customers. Delivering first-call resolution through phone and live chat support.
Responsibilities:
- Serve as the first point of contact for customers through phone and potentially live chat
- Resolve customer issues during the initial interaction, focusing on first-call resolution
- Troubleshoot telecoms issues from the service entry point through some device support
- Manage slow internet speeds, connectivity, Wi-Fi, noisy line, no dial tone, data and email retrieval, billing, barring, and payment issues
- Support customers with Telecoms and Mobile products, including physical and eSIM products on the 5G network
- Offer new or additional services where appropriate
- Help customers with bills and take payments
- Support colleagues in other areas with general customer queries when needed
- Work toward KPIs including First Call Resolution, Customer Ease Score, Average Handling Time, and Quality & Compliance
Requirements:
- At least one year of experience working in a Telecoms contact centre
- Understanding of broadband delivery methods including ADSL, PSTN, FTTC, FTTP, and VoIP
- Understanding of home/internal broadband network connectivity and LANs
- Ability to log into routers
- Understanding of 2.4GHz and 5GHz Wi-Fi frequencies
- Ability to troubleshoot latency, internal Wi-Fi obstacles, DNS, firewall, and browser issues
- Ability to run remote diagnostic line tests
- Keen critical thinking and troubleshooting skills
- Excellent customer service and problem-solving ability
- Ability to handle challenging, tough, and emotive calls
- Ability to remain calm under pressure in a busy, fast-paced environment
- Motivation to meet goals and targets
- Responsibility, integrity, efficiency, patience, empathy, emotional intelligence, good timekeeping, and commitment
- Stable internet connection with at least 25Mbps download and 4Mbps upload
- Dedicated, quiet, non-communal workspace with a workstation, natural light, fresh-air access, and no distractions
- Currently residing in the UK with eligibility to live and work in the UK
- Successful applicants are subject to a background check
Benefits:
- Performance-based bonus
- 33 days holiday inclusive of Bank Holidays
- Full induction and all the kit needed to do the job
- Discount on UW services
- Share options and Save As You Earn Scheme
- Matched contribution pension scheme
- Life assurance up to 4x salary
- Employee Assistance Programme including free counselling and legal advice
- Free virtual GP service
- Discounts on healthcare and medical cash plans
- Enhanced family-friendly policies
- Team activities throughout the year, virtually and in person
- Belonging groups
- Ongoing learning, development and training
Similar Jobs
Customer Support Consultant – LATAM
Customer Support Consultant delivering phone, chat, and email support for SupportYourApp, a global Intelligent Support-as-a-Service provider. Building customer relationships, troubleshooting basic technical issues, protecting sensitive data, and meeting client KPIs.
Contact Center Customer Service Representative
Customer service representative answering insurance policy inquiries for CHCS clients. Verifying benefits, checking claims status, researching records, and completing routine transactions remotely.
Customer Service Representative, Contact Center
Remote customer service representative answering policyholder and provider inquiries for Wellcove’s insurance contact center. Verifying benefits, checking claims status, and updating policy data.
Healthcare Customer Service, Insurance Knowledge a Plus
Healthcare customer service representative handling patient billing questions, insurance, and collections remotely for Hollis Cobb. Negotiating payments, explaining hospital financial policies, and assisting patients with account balances.
Senior Customer Support Specialist
Senior Customer Support Specialist guiding private-market customers using Juniper Square’s fund technology platform. Troubleshooting complex issues, supporting onboarding, and partnering with Product, Engineering, and Customer Success teams.
Customer Support Executive
Customer Support Executive assisting Foodme.Mobi customers remotely in Hyderabad. Handling inquiries, troubleshooting issues, documenting interactions, and meeting service performance targets.
Japanese/English Customer Support Agent
Customer Support Agent serving gaming, e-commerce, and tech clients remotely in Japan. Troubleshooting customer issues through email, chat, social media, and phone in Japanese and English.
Bilingual Healthcare Customer Service Representative, Arabic-English
Bilingual healthcare customer service representative supporting California consumers with benefit questions for TTEC. Resolving inquiries through calls, research, and clear guidance while maintaining quality in a remote home setting.
Healthcare Customer Service Representative
Healthcare Customer Service Representative handling patient billing inquiries, insurance claims, payments, and account balances. Providing phone and email support remotely from the Philippines.
Teleoperador, Experiencia en Atención al Cliente
Teleoperador remoto vendiendo líneas, portabilidades y adicionales de Entel para Netcall Perú. Gestionando llamadas, ventas y registros con capacitación pagada.
Teleoperador – Atención al Cliente, Remoto
Teleoperador remoto de Netcall Perú, socio de Entel, vendiendo líneas nuevas, portabilidades y líneas adicionales. Atención a clientes, registro de ventas y cumplimiento de objetivos comerciales.
Customer Support Team Lead
Customer Support Team Lead coaching agents for Clipboard’s healthcare staffing marketplace. Monitoring performance, resolving escalations, and driving quality, productivity, and accountability.
Customer Support Team Lead
Customer Support Team Lead coaching agents for Clipboard, an app-based healthcare staffing marketplace. Monitoring performance, resolving escalations, and building an accountable, high-performing Worker Operations team.
Player Support Agent, English
Remote English Player Support Agent assisting gamers for TransPerfect Gaming, a provider of player support and gaming services. Resolving player issues, enforcing community rules, and reporting game trends across diverse projects.
Player Support Agent
Player Support Agent supporting game developers’ and publishers’ communities for TransPerfect Gaming. Resolving player issues, moderating communities, and tracking support KPIs remotely across EMEA.
Player Support Agent
Remote Player Support Agent helping gamers for TransPerfect Gaming’s global game-support services. Resolving player issues, enforcing community rules, and tracking game trends across gaming projects.
Product Support Specialist – Customer-Facing
Product support specialist helping customers use SaaS software remotely in the Philippines. Troubleshooting product issues and guiding users via phone, live chat, and email.
Customer Support Specialist
Customer Support Specialist resolving B2B clients’ SaaS issues for Traild, an AI, automation, and payments infrastructure company. Troubleshooting software and partnering with Product and Engineering to improve finance operations.
Kundenbetreuung – Finanzbuchhaltung, FinTech
Kundenbetreuung für pathway solutions’ automatisierte Buchhaltungssoftware für eCommerce-Unternehmen. Unterstützung bei Finanzbuchhaltungsproblemen und Verbesserung der Kundenzufriedenheit per E-Mail und Video Call.
Online Chat Support Agent
Online Chat Support Agent handling fast, accurate customer conversations for a UK business. Resolving product, account, and order queries remotely from South Africa during UK business hours.