1st Line / Technical Support Advisor - Selkirk

Hinduja Global Solutions UK Ltd
Selkirk, The Scottish Borders
£7.68/hour (£15,000 per annum) + Benefits
16 Jun 2017
16 Jul 2017
Contract Type
Full Time
1st Line / Technical Support Advisor

Salary: £7.68ph (£15,000 per annum) + Benefits - Paid Fortnightly
Employment Status: Permanent, Full-time.
Hours of work: 37.5 hours per week / 5 over 7 days.
Operational Hours: Monday - Saturday 08.00 to 21.00 and Sunday between 09.00 - 18.00
Training: Monday - Friday 09.00 - 17.30 for 3 weeks - throughout your training period, we do require 100% attendance, failure to comply with this requirement, may result in failure of probation.

We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award winning organization. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.

Job Purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.

The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.

Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.

Duties and responsibilities:
• Work towards personal KPI`s and objectives as outlined in the performance matrix to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritize your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to

Knowledge/Previous Experience & Skills :
• Experience of working in a customer focused background

Not Essential:
• Demonstrate Technical knowledge of telecoms and broadband
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks

Please note: Throughout your training period, we do require 100% attendance, failure to comply with this requirement, may result in failure of probation

Once the training has been completed, you will go into a Graduate Bay for up to 4 weeks. Throughout your time in Graduate Bay, you will do live calls and be supported by experienced agents in Post Office.

Offers will be made due to satisfactory references, full credit checks and basic disclosure forms being successfully completed. We are members of CIFAS and as such, any offers of employment will be subject to vetting checks