At a Glance
- Tasks: Help customers troubleshoot broadband issues and provide top-notch support.
- Company: Join Gigaclear, a company dedicated to connecting communities with brilliant broadband.
- Benefits: Enjoy 25 days holiday, health cash plan, and flexible working options.
- Other info: Great career growth opportunities in a supportive and dynamic environment.
- Why this job: Make a real difference by empowering communities through exceptional customer service.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 22000 - 27500 € per year.
With salary rising to £27,500 within 9 months plus max £200 a month bonus
We are looking for individuals who are not only customer-focused but also possess the willingness to learn strong technical skills to join our team as Customer Helpdesk Support Representatives. We are looking for agents who possess a strong customer focus, willing to take ownership of customer issues and drive them to resolution, you should be comfortable and confident communicating with customers via phone, chat and email and have the ability to break down trouble shooting steps simply and effectively.
Note, at the moment, our teams work slight shift patterns over a 5 day, 37.5 hour week to cover 8am to 8pm and a weekend on a rota basis (circa 1 every 5weeks).
Key Responsibilities
- Diagnostic Skills: You will be responsible for identifying and diagnosing a wide range of technical issues that customers may encounter with their broadband connections. This involves a systematic and analytical approach to understanding the problem's root cause and offering recommendations for fixes.
- Effective Questioning: To diagnose issues accurately, you will need to ask customers the right questions to gather information. This includes inquiring about the timing of the issue, any recent changes to their setup, and specific devices affected. Your ability to ask probing and relevant questions will help narrow down the problem.
- Utilizing Tools and Resources: You will have access to various tools and resources designed to aid in troubleshooting. This may include diagnostic software, knowledge databases, you will be trained and proficient in using these resources to assist our customers efficiently.
- First-Call Resolution: Our goal is to resolve customers' technical issues during their initial contact whenever possible and is our focus. This requires a combination of technical knowledge, communication skill set, problem-solving skills, and a commitment to providing outstanding customer service.
- Empathy and Communication: While troubleshooting, it's crucial to maintain a high level of empathy and clear communication with customers. Technical jargon should be explained in a way that is easy for customers to understand, and you should exhibit patience and understanding, even when addressing complex issues.
Staff rewards, benefits, and opportunities
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme, Yay Days and your Birthday off!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to our online Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Our approach
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values – Own it, Find the Right Way, Work Together, Win Together
Customer Helpdesk Support in Abingdon employer: Gigaclear plc
Gigaclear is an exceptional employer located in Abingdon-On-Thames, offering a supportive and dynamic work culture that prioritises employee well-being and growth. With generous benefits including a competitive salary, extensive holiday allowances, and a commitment to professional development through unlimited access to learning resources, Gigaclear empowers its employees to thrive both personally and professionally. The company fosters a collaborative environment where every team member's contributions are valued, making it an ideal place for those seeking meaningful and rewarding employment in the tech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Helpdesk Support in Abingdon
✨Tip Number 1
Get to know the company! Research Gigaclear's mission and values, and think about how your skills align with their goals. This will help you stand out during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, it's crucial to convey technical information clearly and empathetically. Role-play common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Be ready to troubleshoot on the spot! Brush up on your technical knowledge and be prepared to demonstrate your problem-solving skills during the interview. Think of examples where you've successfully resolved issues in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Gigaclear team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Helpdesk Support in Abingdon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Helpdesk Support role. Highlight your technical skills and any experience you have with troubleshooting, as well as your ability to communicate clearly with customers.
Showcase Your Empathy:In your application, emphasise your commitment to outstanding customer service. Share examples of how you've handled complex issues with patience and understanding, as this is key to our values at StudySmarter.
Be Clear and Concise:When writing your application, keep it straightforward. Use simple language to explain your experiences and skills, just like you would when communicating with a customer who might not be tech-savvy.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process!
How to prepare for a job interview at Gigaclear plc
✨Know Your Tech Inside Out
Make sure you brush up on common technical issues related to broadband connections. Familiarise yourself with diagnostic software and troubleshooting techniques, as you'll likely be asked to demonstrate your problem-solving skills during the interview.
✨Practice Empathy and Communication
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Role-play with a friend or family member to ensure you can communicate clearly and empathetically, especially when dealing with frustrated customers.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer situations. Think of examples from your past experiences where you successfully resolved issues, and be ready to discuss your thought process and the steps you took to achieve a positive outcome.
✨Understand the Company Culture
Research Gigaclear's mission and values. Be prepared to discuss how you align with their commitment to outstanding customer service and community empowerment. Showing that you understand and resonate with their culture can set you apart from other candidates.
