Technical Support Analyst

Kingston upon Hull
£15000 - £17500 per annum + additional benefits
05 Oct 2017
07 Nov 2017
Contract Type
Full Time

Your role

As a Technical Support Analyst at KCOM you will be responsible for providing 1st line technical support to KCOM customers, both internal and external, across a portfolio of Products.

In this role you will be working in a fast paced call centre environment within our Hull Carr Lane office. (HU1 3RE). The office is centrally located in the city, but also has a great café on the ground floor serving hot and cold food and Costa Coffee drinks.

What will I be doing?

You'll be the first person our customers speak to when they call in for help and advice about their phone or broadband. You'll be taking inbound calls from customers relating to ISP/Broadband services and other related software/hardware.

Most of your day will be spent on the phone, speaking to those customers, liaising with suppliers to resolve their technical problems, helping make improvements to the services our customers are supplied with. You'll need to record the details of those conversations on our in-house systems, making sure all the details are correct and clearly written so that if we ever need to go back to them we can follow them. Within this role you will also have a Sales and Conversion target to achieve on a monthly basis.

What do I need to do this job?

Skills we definitely need you to have:

Previous customer service experience, whether that's in a call centre or another similar environment. You'll need to be great at communicating with our customers and your colleagues over the phone, as well as have good IT skills for keeping records of the conversations you have and updating our systems

As a Technical Support Analyst you would have your own responsibilities, but there is a huge amount of team-working involved too, so we love to have team players on board. Our customers want to know they're talking to someone with a genuine interest in helping them and dealing with their query quickly and efficiently, so we look for analysts with a genuine interest in customer service, technical support and building relationships. The environment is busy, your team overall will receive thousands of calls a month, so it's important that you keep on track and achieve targets as much as possible. The role is for a technical Support Analyst and you will be trouble shooting with customers about their broadband issues, broadband connections and any other faults they may have.

What we can offer you?

We have a great team of trainers who dedicate their time to making sure our advisors are the best they can be. They will make sure you have all the skills you need, and all they ask in return is your commitment and hard work. In fact when you start, the first two weeks of the job are spent doing intensive training to make sure you feel totally ready to start your new job

What are my hours of work?

Our customer service centre is open 8.00am - 9.00pm and is a 7 day operation. We currently have Full Time and Part Time Technical Support Analyst positions available. If you come for an interview, we'll ask you what hours you are looking for and what flexibility you may have. If you're then offered a role, we'll work out what works best for everyone, what you can do and what we have available in our schedule.

Salary and benefits

You'll get 25 days holiday per year, a pension, bonus, 4 times salary life assurance and access to the KCOM flexible benefits scheme.

What's the process?

All our applications are online, so please follow the link to apply for the job. You'll just need to fill in a very short application form and attach your CV. We'll then be in touch to do a telephone interview, and if you are successful at that stage you'll come into the office to take part in an assessment day.

Start date

We're looking for our new Technical Support Analysts to start mid October 2017, so we'd recommend you getting your application in as soon as you can to avoid missing out.

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