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About The Company
Welcome to FullFibre - the future of connectivity! We're a cutting-edge telecommunications company dedicated to bringing lightning-fast, reliable, and future-proof full-fibre broadband to homes and businesses across the UK.
The FullFibre state-of-the-art fibre-optic network is revolutionizing the way people connect, work, and live, powering the digital transformation of communities and unlocking limitless possibilities.
Join us on our mission to deliver unparalleled internet speeds and an unparalleled online experience and our ambition to become the leading builder of Alt-net Fibre Broadband networks in the UK.
Get ready to surf, stream, and work at the speed of light with FullFibre.
Job Introduction
Working alongside our established service desk team at our Exeter office, we seek an enthusiastic and motivated graduate to join our team.
As a Service Desk Operative / Tier 1 NOC Engineer at FullFibre, you will play a crucial role in providing exceptional customer service and technical support to our clients.
You will be responding to customer tickets raised by our customer service team. Daily duties will include resolving technical issues by assessing, managing, and delegating tasks to the relevant teams.
This role requires communication skills, a customer-centric mindset, and a strong technical aptitude.
* This role will be based in our Exeter office.
* Working pattern: Monday to Friday 09:00 – 17:30
Main Responsibilities
* Technical Troubleshooting: Diagnose and resolve network connectivity issues, equipment malfunctions, and software configuration problems related to FullFibre services, ensuring minimal downtime for customers.
* Incident Management: Log all customer interactions and technical issues in our ticketing system, accurately documenting the description, troubleshooting steps taken, and the final resolution.
* Escalate complex issues to the appropriate teams for further investigation and resolution.
* Continuous Improvement: Contribute to the development and improvement of support processes and documentation.
* Identify recurring issues and collaborate with the technical team to implement preventive measures and service enhancements.
* Collaboration: Work closely with cross-functional teams such as network build, marketing, sales, and field engineering to ensure a seamless customer experience and provide feedback on customer pain points, product improvements, and service enhancements.
* Quality Assurance: Maintain a high level of professionalism, accuracy, and attention to detail in all customer interactions. Conduct follow-up activities to ensure customer satisfaction, gather feedback, and identify areas for improvement.
* Customer Support: Where required, provide first-line support to customers via phone and email, addressing inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner.
The Ideal Candidate
* Strong communication skills and a customer-centric mindset.
* Technical aptitude with the ability to troubleshoot and resolve issues.
* Experience with incident management and ticketing systems.
* Ability to work collaboratively in a team environment.
* Attention to detail and a commitment to quality assurance.
Package Description
* Salary: Competitive
* 25 Days Holiday + Bank Holidays and your Birthday off!!
* Pension Scheme.
* Cycle to Work Scheme.
Get ready to surf, stream, and work at the speed of light with FullFibre.
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