SKILLS / EXPERIENCE REQUIRED FOR THE 1ST LINE CUSTOMER SERVICES.

· Strong methodical approach in troubleshooting tickets and a good, calm, professional telephone manner.
· Pro-actively monitor our in-house ticket system and support inboxes and respond to customer issues within agreed timeframes.
· Excellent written and verbal communication skills.
· Ability to deal with customers sensitively and courteously.
·Enthusiastic and positive.
· Motivated and possessing the ability to multitask
· Proficient in the use of Microsoft products.
· Experience in a telecom’s company/environment would be a huge advantage.
· An interest in technology would be preferred.
· Experience using Zendesk is essential
· Due to the nature of the role, a basic understanding of networking and the ability to troubleshoot issues with residential and business customers is essential.
· If you have a willingness to learn new things there is a clear growth path towards other roles in the business. Its a great time to join as we are growing so rapidly!
· If you are an experienced desk-based support person or someone just starting out on their career path, please say hello and send your CV.

QUALIFICATIONS AND EXPERIENCE:

· Customer Service experience preferably withing a technical role – 3 years
· Experience using a CRM and customer ticketing system
· Experience with problem solving and providing solutions to customers.
· Collaborate with other departments in delivering a solution based on problems faced.
· Be confident in building knowledge in yourself through research and development within the industry to help support you in your role.

THE ROLE:

Are you looking for a desk-based technical customer service/support role? We’d love to connect with you to discuss your experience!
At Fibre Nova, we are a fast-paced and growth-focused business dedicated to delivering an exceptional customer experience. We’re seeking adaptable individuals who are passionate about broadband technology and technical support. If you put customers first and strive to provide top-notch service, we want you on our team.
In this role, you’ll be the first line of support for our customers, confidently resolving their inquiries in a timely manner through phone, email, and webchat. Join us, and help us continue to provide a seamless, high-quality experience for every customer. Your input is key, and you can make a difference by offering advice and feedback on current methods. Together we can make a difference and ensure our customer experience is top notch!