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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 offers growth opportunities.
- Qualifications: Experience in broadband protocols and excellent communication skills are preferred.
- Other info: Free parking and regular social events make this role even more appealing.
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 in Cottingham, North Humberside employer: Quickline Communications
Contact Detail:
Quickline Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Customer Support in Cottingham, North Humberside
✨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
Prepare to showcase your communication skills. Since this role involves a lot of customer interaction, think of examples where you've effectively communicated complex technical information to non-technical customers.
✨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 application process.
We think you need these skills to ace 2nd Line Customer Support in Cottingham, North Humberside
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the 2nd Line Customer Support position. Tailor your application to highlight your relevant experience in customer service and technical support.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles that involved broadband and Wi-Fi protocols, as well as your experience in a fast-paced technical contact centre environment. Use specific examples to demonstrate your problem-solving skills and attention to detail.
Showcase Communication Skills: Since excellent communication skills are crucial for this role, ensure your application reflects your ability to convey information clearly and effectively. Use concise language and check for grammatical errors to present a polished application.
Personalise Your Application: Address your cover letter to the hiring manager if possible, and express your enthusiasm for Quickline's mission to provide great internet. Mention why you are specifically interested in this role and how you can contribute to their goals.
How to prepare for a job interview at Quickline Communications
✨Show Your Technical Knowledge
Make sure to brush up on your understanding of broadband and Wi-Fi protocols. Be prepared to discuss any relevant technical experience you have, as this role requires a solid grasp of these concepts.
✨Demonstrate Excellent Communication Skills
Since the role involves customer interaction, practice articulating your thoughts clearly and concisely. Use examples from past experiences where you successfully resolved customer issues to showcase your communication prowess.
✨Familiarise Yourself with Quickline's Products
Research Quickline’s offerings and be ready to discuss how they differ from competitors. Showing that you understand their products will demonstrate your genuine interest in the company and the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of examples where you had to diagnose and resolve technical issues under pressure, and be ready to explain your thought process.
