Technical Customer Service Associate
Veeva Systems
Customer Service Advisor
Utility Warehouse
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £26,800 per year
Job Level
Mid-LevelSenior
Tech Stack
DNS
About the role
- First point of contact for customers across phone, email, and live chat
- Troubleshoot telecoms issues from service entry point (phone socket) to some device support
- Manage faults such as slow internet, poor/no connectivity, noisy line or no dial tone
- Handle data and email retrieval issues, billing and barring issues, and take payments
- Offer new or additional services where appropriate
- Aim for First Call Resolution and meet KPIs (Customer Ease Score, Average Handling Time, Quality & Compliance)
- Support colleagues across other areas when required
- Participate in 4 weeks remote training and ongoing development
Requirements
- Must be currently residing in the UK with eligibility to live and work in the UK
- Able to work 40 hours per week across 5 days; availability Monday to Saturday 08:00–20:30 (bank holidays 10:00–16:00)
- Stable internet connection: minimum 25Mbps download and 4Mbps upload
- Dedicated, quiet workspace not shared with other household members
- Comfortable handling challenging, tough and emotive calls
- Problem solving and ability to remain calm under pressure
- Motivated by meeting goals and KPIs and demonstrate responsibility, integrity, and efficiency
- Patience, empathy, and emotional intelligence
- Good timekeeping and commitment
- Understanding of basic broadband delivery: ADSL, PSTN, FTTC, FTTP
- Knowledge of home/internal broadband networks (LANs), Wi-Fi frequencies (2.4ghz and 5ghz)
- Ability to troubleshoot latency, internal Wi-Fi obstacles, DNS, firewall and browser issues
- Ability to take payments and handle billing/barring queries
- Experience in a telecoms contact centre advantageous but not required
Benefits
- £26800 per annum
- 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)
- 4 weeks remote training
- Full induction and all the kit you need to do your job
- Discount on services and free Cashback Card
- Matched contribution pension scheme
- Life assurance up to 4x your salary
- Employee Assistance Programme including free counselling and legal advice
- Free virtual GP service and discounts on healthcare and medical cash plans
- Enhanced family-friendly policies
- Opportunities for team events (virtual and in person)
- Ongoing learning, development and training
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingbroadband deliveryADSLPSTNFTTCFTTPLANsWi-Fi frequencieslatencyDNS
Soft skills
problem solvingcalm under pressurepatienceempathyemotional intelligencetimekeepingcommitmentresponsibilityintegrityefficiency