Technical Advisor / 2nd Line Support

We're looking for a Technical Advisor / 2nd Line Support to join our Technical Support Team. This is a fantastic opportunity for an experienced Technical Advisor/2nd Line /Escalations Technician who is looking to build on their current skills. The successful candidate will hold strong technical broadband knowledge, will be highly organised, focused, and passionate about customer service.

Youll be responsible for:

• Providing a 2nd line phone and ticket escalation routes for both our residential end customers and the Customer Service team


• Deliver thorough and robust troubleshooting of residential customers issues relating to their broadband and telephone services and resolving Wi-Fi issues


• Use our systems to diagnose faults with a residential customers service and support the repair process from booking to managing any configuration changes required as a result


• Supporting our Installation Engineers with activation of broadband and phone services and fault resolution


• Support the Technical Support Team Lead with training and upskilling Customer Service to support on basic troubleshooting


• Keeping up to speed and developing your own skillset and methodology through best practise forums, external workshops, or seminars
  
  Demonstrable experience gained in a 1st and 2nd line technical support team, troubleshooting technical issues/questions directly with customers over the phone


• Good understanding of broadband and VoIP technologies, familiar with network and Wi-Fi troubleshooting to identify and resolve connectivity issues. This includes accessing end user equipment.


• Proven ability to rapidly understand root causes of complex issues and deliver solutions that customers can understand


• Good written and verbal communication is a must with an ability to tailor information to customers with a wide range of technical understanding


• Flexible approach and ability to meet deadlines


• Desire to learn and takes initiative to develop professionally


• Excellent time management skills
  
  At Truespeed we know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion are at the core of what we do, should you join Truespeed you will find a welcoming and open workplace where you are supported and encouraged to be your true self at work.


Please note to be considered for this role candidates must be a UK resident with citizenship or indefinite leave to remain.

Here at Truespeed we dont just offer jobs we offer careers. Were committed to creating an engaging, supportive, and inclusive workplace and providing opportunities for development, training, and growth. We also provide a range of benefits such as
• Competitive salary Hybrid working Company pension scheme Life Assurance (4 x salary) Healthcare options Free onsite parking and much more., When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:


• Life insurance


• Healthcare option plans


• Competitive pension scheme


• Hybrid working


• 25 days holiday plus bank holidays


• Great opportunities for career development


• Free onsite parking


• Casual dress


• Attractive employee referral scheme