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- Tasks: Provide 2nd line support, resolve customer issues, and maintain fault management systems.
- Company: Join Quickline, a company dedicated to delivering reliable broadband to everyone, everywhere.
- Benefits: Enjoy 25 days annual leave, health schemes, discounts, and social events.
- Why this job: Be part of a mission-driven team that values customer satisfaction and technical expertise.
- Qualifications: Experience in broadband protocols and excellent communication skills are preferred.
- Other info: No visa sponsorship available; must be comfortable in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So we’re on a mission to provide just that. Lightning fast, reliable broadband that reaches the places other providers leave behind.
Our mission relies on a team full of inspiring people, and we’re looking for 2nd Line Customer Support with Technical experience to help us maximise customer satisfaction. Could that be you? If Customer Service or Technical Support gets you out of bed in the morning, and Resolving Customer Issues puts a smile on your face then we would love to find out more about you.
Here’s why you’ll love this role…
- Respond to customer cases by performing 2nd line support diagnostics, to resolve the fault and/or implement a workaround solution that meets SLA standards and customer needs, with occasional 1st Line support co-ordination duties.
- Ensure that all fault management systems are updated in a timely manner detailing levels of customer contact, diagnostics results and general direction setting in terms of resolution planning and expectations.
- Maintain in-depth knowledge in relation to Quickline products, customers, sites and equipment, providing prompt and accurate information, advice and technical guidance.
Here’s why you’ll be great in this role…
- Experience in Broadband & Wi-Fi Protocols is desirable.
- Comfortable Working in a Fast-Paced Technical Contact Centre Environment.
- Excellent Communication Skills both Written and Verbal.
- Excellent Computer Skills with a Critical Eye for Attention to Detail.
- Proficient at case updates and Investigative Diagnostics Methodology.
- Comfortable to work Individually or as Part of a Team.
- Working Knowledge of Salesforce preferred but not essential.
The benefits…
- Pension – 5% employer / 5% employee contribution.
- WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
- Free Parking on site.
- Regular ‘Lunch & Learns’ and company wide ‘Elevenses’ meets to discuss company direction.
- Social Events – Summer and Christmas parties etc.
- Thank Q Awards – Monthly £50 winner, yearly £500 winner.
Please note: Unfortunately, we can’t offer visa sponsorship.
2nd Line Customer Support employer: Quickline Communications
Contact Detail:
Quickline Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Customer Support
✨Tip Number 1
Familiarise yourself with Quickline's products and services. Understanding their broadband and Wi-Fi protocols will not only help you in the interview but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Brush up on your technical support skills, especially in diagnostics and fault management. Being able to discuss specific troubleshooting methods or past experiences where you've resolved customer issues will set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since this role requires excellent communication, consider role-playing common customer scenarios with a friend to enhance your ability to convey technical information clearly.
✨Tip Number 4
Network with current or former employees of Quickline if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace 2nd Line Customer Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise your familiarity with broadband and Wi-Fi protocols, as well as any experience in a fast-paced contact centre environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your problem-solving skills. Mention specific examples of how you've resolved customer issues in the past and how you can contribute to Quickline's mission.
Highlight Communication Skills: Since excellent communication is key for this role, ensure your application reflects your strong written and verbal communication skills. Use clear and concise language throughout your CV and cover letter.
Showcase Technical Proficiency: If you have experience with Salesforce or similar systems, be sure to mention it. Highlight your computer skills and attention to detail, especially in relation to case updates and diagnostics methodology.
How to prepare for a job interview at Quickline Communications
✨Know Your Technical Stuff
Brush up on your knowledge of broadband and Wi-Fi protocols. Be prepared to discuss specific technical issues you've resolved in the past, as this will demonstrate your expertise and problem-solving skills.
✨Showcase Your Communication Skills
Since excellent communication is key in customer support, practice articulating your thoughts clearly. Use examples from previous roles where you successfully communicated complex information to customers or team members.
✨Familiarise Yourself with Quickline
Research Quickline's products and services thoroughly. Understanding their mission and values will help you align your answers with what they are looking for in a candidate, showing that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific customer issues or technical challenges, and be ready to explain your thought process and the steps you would take to resolve them.
