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2nd Line Customer Care Assistant

2nd Line Customer Care Assistant

Posted 6 April by Gigaclear Easy Apply Featured Ended

Company Overview

Gigaclear is a fast-growing, game changing fibre provider making a significant difference to the broadband landscape in rural England, fast-making broadband the fourth utility. We have grown from 30 to 200+ employees over the last 2 years and we have plans to double in size again in the next 12-18 months. We are a transparent bunch where initiative and hard-work is rewarded with development and progression opportunities.


An extension of our Customer Care department this role will have a more technical focus with the purpose of supporting, troubleshooting and diagnosing any issues customers may have with their broadband internet connection. This a new role within our Care function and there is a real opportunity to come in and help shape and develop the role as we grow.

Key Responsibilities

  • Resolving customer's technical issues in a calm and systematic way.
  • Creating documentation that supports customers and the care department with fault diagnosis.
  • Training of the wider team in common technical issue resolutions
  • Liaison with the wider technical teams to develop skills and ability to troubleshoot without escalating
  • Documentation of customer incidents

Knowledge & Skills

  • Excellent Customer Service and Support skills are essential
  • Familiar with home networking equipment and ability to troubleshoot common technical problems
  • Ability to translate the technical to the non-technically minded
  • Good communication skills, both verbal and written

Experience & Qualifications

  • Would suit someone who is qualified through experience - has a passion for IT and problem solving and is the go to person for family and friends with techy problems
  • A Degree in a technology discipline eg. Computer Science, Networks, Science, IT, would be desirable
  • Studies in Networking, eg CCNA, would be highly desirable

Required skills

  • Customer Service
  • Customer Support
  • Networking
  • Technical Support
  • 1st Line

Reference: 34849638

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