WHO ARE WE LOOKING FOR?

To be a successful candidate for this role you will need:

• A knowledge of is required; in particular ADSL, VDSL and FTTP, SoGea & VoIP.
• Candidates will have a good understanding of wireless troubleshooting, ping and trace routes, general telecoms knowledge, how to set up a router.
• Experience of mobile diagnostics and repairs.
• Experience of dealing with customers over the phone and via email.
• Good knowledge of customer care processes and the ability to learn new methods

ABOUT THE ROLE:

Your Coop Utilities are looking for a Residential Technical Support Advisor to join our society. We’re a unique multi-sector group operating in Food, Childcare, Travel and Utilities, meaning you will get a breadth of experience in a collaborative and fast-moving organisation. No two days will ever be the same!
At Your Coop, you will be part of business that puts people at the heart of everything they do. What makes us different?
The money you help us make is returned to our members and communities. We are a cooperative which means we share a third of our profits to our members and invest a third in our community support initiatives. In a profit-driven world, we are the difference.
We’re proud to be owned by our members, and we’d love to be owned by you.

As a Residential Technical Support Advisor, you will be responsible for:

• Handle telephone and email enquiries from existing customers in a professional but friendly way ensuring customer needs are met.
• Understand customer needs and identify root cause of any faults with the service.
• To identify and rectify faults, liaising with our suppliers and other department members.
• Ensure effective and timely communication is maintained with the customer throughout the life of faults.
• Identify customer delivery issues during the fault cycle and escalate appropriately.
• To maintain up-to-date and accurate customer information.
• To communicate with our suppliers in order to swiftly resolve any customer faults/issues following clearly set out escalation points.

To be a successful candidate for this role you will need:

• A knowledge of is required; in particular ADSL, VDSL and FTTP, SoGea & VoIP.
• Candidates will have a good understanding of wireless troubleshooting, ping and trace routes, general telecoms knowledge, how to set up a router.
• Experience of mobile diagnostics and repairs.
• Experience of dealing with customers over the phone and via email.
• Good knowledge of customer care processes and the ability to learn new method