Temporary Technical Support Team Member

Job Status:                   Temporary ongoing
Start Date:                  ASAP
Hours:                          Part Time - 20 hours over 5-days (not Saturdays)
Hourly Pay Rate:        £10.90 basic plus £1.32 holiday pay - £12.22 combined

Applicants must have:

• Solid call centre/customer service experience
• Abilty to travel to central Newcastle office when required (occasional)
• Workspace and reliable broadband at home address

Company Overview:

Our client is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market.  With offices in over 45 countries and the ability to serve customers in over 170 countries, they combine a local perspective with the scale and delivery of a single global organization.​

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Their best-in-class vendor portfolio is carefully curated with all leading industry players.  Their services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models.

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Our client is passionate about making a difference.  That means delivering the best service available to their clients, doing their part to create a prosperous and trusted digital world and helping their people to realize their full potential.

Applicants:

Ideally you will have excellent 1^st line customer service experience gained from a traditional inbound call centre, or working from home.

Training is available although ideally you will have a sound knowledge of broadband issues including:

Diagnose and resolving technical problems such as: slow internet connections, WiFi dropouts, VoIP call quality problems, and other related technical glitches.

You Must have solid home internet service (ideally full fibre broadband) and have a suitable room with a desk and appropriate seating as most of your work will be home based (our client will provide you with all hardware (laptop etc).

You must be available to work varius shifts covering 5-days weekly from around 6:30pm to 10:30pm including 6-hour shift on Sundays (7am-1pm/8am-2pm/10am-4pm/1pm-6pm).

Job Description:

• Handling inbound calls from small business owners seeking technical assistance.
• Diagnose and resolve technical problems such as: slow internet connections, WiFi dropouts, VoIP call quality problems, and other related technical glitches.
• Address queries related to the customer's Business Account. Such as: Billing inquiries, helping customers understand invoices, and providing information about engineer visits.
• Document each customer interaction thoroughly, logging detailed information about the customer's issue, the troubleshooting steps taken, and the solutions provided. 
• Maintaining a record for reference and aid in tracking recurring issues.
• Provide excellent customer service throughout the interaction, this involves being patient, empathetic, and ensuring that customers feel heard and understood.