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Job Description – 1st Line Technical Support

Salary: Depending on experience

Hours: Monday to Friday 08:30 – 17:30

Holiday: 25 days + bank holidays

Office Location: Horsham, West Sussex or Carlisle, Cumbria

Role Dynamic: Ideally accessible to Horsham office, Open to hybrid and remote options.

Who are Global 4?

We're not your average Telecom company. With an impressive 5-star Trustpilot rating and ISO 9001 and 27001 accreditations, we're at the forefront of innovation. We're adding new clients to our family constantly, all while nurturing our existing ones who are thrilled with our service. Now, we're expanding our dynamic team and seeking driven, dedicated individuals to join us on our journey. If you're yearning for a fresh opportunity and meaningful rewards, your time to shine is now - join Global 4!

Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer.

What will you be doing?

·        Provide 1st line technical knowledge and support to our customers - Be the initial point of contact for customer queries, faults, escalations and service amendments for the team. Escalate/refer and engage 2nd/3rd line engineering support for more complicated faults, ensuring our customers receive exceptional service

·        Ensure all customer communications are clear and concise, frequently setting clear expectations and outlining next steps.

·        Support your team's workload by taking on ad hoc tasks as needed and collaborating cross-functionally within the broader business.

·        Proactively liaise between teams to ensure the customer gets the quickest resolution possible.

·        Adhere to company work instructions, including accurate logging of information and setting next actions - Complying with ISO and GDPR practices.

·        Ensuring all work is carried out to a high standard of quality and tested accordingly to ensure no negative impact to the customer.

·        Proactively work programming and divert queues to ensure SLAs are met for all priority levels.

·        Work collaboratively within the team. Be pro-active when it comes to self-development especially with technical problem solving.

·        Be motivated and welcoming to any other duties as appropriately assigned by management.

·        Be an ambitious member of the team who leads by example and provide an infectious and positive attitude.

·        Have a passion for technology, a proactive approach to learning, and a strong understanding of line and broadband faults.

·        Articulate a strong technical understanding of the fault and solution required and breakdown technical definitions to suit the understanding for our customers

What do we need from you?

·        A passion for telecoms and customer support

·        A natural focus on quality and solution driven.

·        Customer driven, proactively seeking to exceed customer expectations.

·        Demonstrable experience of driving quality throughout a team and organisation

·        Effective handling of customer complaints

·        Hold strong customer conflict skills and naturally customer centric.

·        Excellent interpersonal and communication skills

·        Naturally hands on and passionate about supporting with team workload.

·        Strong organisational skills and ability to multitask in a fast paced, growing business.

·        An aptitude for problem solving and strong attention to detail.

·        Established experience within customer service - Warm and open approach to customers

·        Flexible to the needs of the business

·        Proactive team player, with experience in a fast-paced environment

·        Strong understanding of configuration of routers.

·        Strong personal interest in IT / Telecoms

What benefits will you receive?

·        50% off our Broadband & Utility packages, completely free after two years

·        £1,000 Refer A Friend Scheme

·        33 days holiday allowance including bank holidays

·        5 additional days leave granted based upon length of service

·        £250 Bright Ideas Scheme

·        Kudos Employee Recognition Scheme – Including Days Out

·        Buy & Sell holiday allowance scheme

·        Death in service benefit

·        Pension scheme

·        Eye care vouchers

·        Friday fridge

·        Paid Charity leave