We are looking for a first line support agent (Customer Experience Agent) to assist all types of customers with technical queries regarding their services.
About Us
We're on a mission to Connect the real world with thedigital world to improve lives”. To get there, we govern ourselves with a set of simple yet powerful guiding principles:
We believe we make a difference to people's lives.
We care about each other & our customers.
We challenge the Industry.
We deliver on our promises and have fun doing it.
What you'll be doing:
As a first line support agent (Customer Experience Agent) you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections.
You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated.
Previous experience within a customer service and/or within an ISP is advantageous.
Working hours are between 8am-8pm on a shift rotation, Monday to Sunday.
Key Responsibilities:
Ensure all customer contacts are dealt with efficiently, and to a high standard that result in high customer satisfaction (minimum of 85%)
Provide first line technical support to Connexin customers via various channels such as live chat, telephone and email.
Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
Identify solutions for our customers services and escalating to the relevant departments when required.
Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.
Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
Ensuring that complaints are adequately handled and concluded, escalating to your Supervisor where required.
Accurately updating all customer cases, leaving a strong audit trail.
Adherence to companies GDPR policy.
Managing your own workload to meet objectives
Undertake other duties as required, appropriate to the role, to support the company and department’s objectives
Able to gain a basic technical and practical understanding of all Connexin products, platforms and systems
Knowledgeable with Zendesk and other operational systems to ensure high level of service and customer satisfaction
Highly competent at using IT systems to manage operations and support decision making knowledgeable of the Connexin network operations functions, including problem solving
Proactive and has a solution mindset
Self-motivated and driven
At least one year’s experience in a customer-facing role
Experience in a technical support role would be advantageous
Proven experience in a customer service role within an Internet Service Provider is desirable
Experience of working for an ISP is desirable but not essential.
Desirable Qualifications:
ITIL foundation
CompTIA
Network+
Occupational related qualification
Equality & Diversity:
Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire based on “the right person for the role” and we never discriminate against any candidate on the grounds of :
Age
Disability
Gender reassignment
Marriage or civil partnership
Pregnancy or maternity
Race
Sex
Sexual Orientation
We will endeavour to accommodate any request in respect of any disability needs that any candidate may have.
Please note: As part of our commitment to maintaining a safe and secure workplace, all successful candidates will be subject to Disclosure and Barring Service (DBS) checks.
Great Culture & Awesome People We strive to have an energetic and positive workplace, made even better by our ever growing team!
Enhanced Annual Leave Enjoy 25 full days of annual leave, eight bank holidays, and an extra day for your birthday
Health Cash Plan Cash back on health treatments and access to range of digital tools that protect your ongoing health both at home and at work.
Enhanced Parental Benefits Enjoy time with your new family and benefit from enhanced Maternity and Paternity pay
Paid Study Time Are you studying towards a qualification? Benefit from paid study time through Connexin Academy
Paid Volunteer Opportunities Employees are given the opportunity to give back to the local community while on the clock
Pensions Scheme Save for your future with our workplace pension scheme.
Bike2Work Scheme Benefit from this scheme, make huge savings, keep active and do your bit for the environment
Employee Referral Scheme Receive a bonus in your pay packet for referring successful candidates
Flexible / Remote Working We offer a fully flexible environment to work around you and your family life if your role allows
Values Awards Connexin conduct yearly Values Awards to recognise staff across the business. With the chance to win a bonus and a trip away
Team Parties and Events Take part in our team parties, company events and team building days
What do our people say?
I joined Connexin at 16 as a Marketing Apprentice. Over the years, I've worked up to the Head of Content role. I've been part of some game-changing campaigns, helped bring Connexin Fibre to Hull and met some extremely talented people along the way. The skills and experience you gain at Connexin is like no other.
Head of Brand
The people and culture at Connexin makes the company, we 'Get Sh*t Done'. There are so many talented individuals to learn from, and I feel beyond proud to be part of such a diverse and passionate team. The best part? I know our team is making a real difference in people's lives every day!
Executive Assistant
Our Awards
About Connexin
Founded in May 2006
At Connexin, we dare to be brave and different. It's more than a job, it's a lifestyle, an experience and a journey. One where you and the team around you will be making an impact to improve lives. We're more than staff, we're a team on a mission - we elevate each other and grow together.
