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Customer Support / Field Support

Posted 4 May by Gigaclear Easy Apply Featured Ended

Customer Service / Customer Care / Customer Support / Field Support

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.

The Field Support Agent will be responsible for scheduling customer appointments and fault visits, overseeing and coordinating field activities and providing first class customer service at all times. The person will be responsible for, but not limited to, providing support to customers in the processes of installation, activation, trouble shooting and fault fixing.

Key Responsibilities/ Deliverables:

  • Scheduling and progression of customer installations
  • Scheduling and progression of fault repairs - organising contractors and internal staff
  • Working with 3rd party contractors to communicate customer information and requirements
  • Generate reports to track performance
  • Ensure cases are completed and resolved to satisfaction
  • Ensure customer is kept informed of timescales and progress
  • Review and analysis of issues to help mitigate future issues
  • Answering and handling incoming calls
  • Maintaining CRM systems, ensuring information is clear, concise and up to date

Knowledge and Skills:

  • Experience in the delivery of high quality Customer Service
  • Logistics coordination experience
  • Effective at external and internal stakeholder management
  • A calm approach to problem solving, field logistics and Customer Care
  • Highly organised individual with the ability to work under pressure

Required skills

  • Customer Service
  • Logistics
  • Organisational Skills
  • Scheduling

Reference: 34933019

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