1st Line Support Customer Service Agent

• Annual Salary: Competitive
• Location: Kingston upon Thames, KT1
• Job Type: Full-time, Hybrid

Join a leading company in the telecommunications sector as a Service Desk Customer Service Agent. This role is ideal for proactive individuals with a knack for technical problem-solving and a commitment to excellent customer service. 

Day-to-day of the role:

• Serve as the initial point of contact for partners, providing prompt and effective technical support to resolve queries and issues via our ticketing system and over the phone.
• Occasionally assist with the configuration and provisioning of services, ensuring seamless deployment and functionality.
• Conduct comprehensive testing and evaluation of new services, ensuring optimal performance and reliability.
• Facilitate the onboarding process for new clients by providing thorough guidance and support.
• Assist the sales team by offering insights into product capabilities, enabling account managers to effectively communicate the value proposition of our solutions to clients.
• Collaborate with suppliers and internal teams to ensure efficient service delivery.
• Perform various administrative and ad hoc duties as required.

Required Skills & Qualifications:

• Previous experience in a customer support role, preferably within a service provider environment.
• Familiarity with cellular network environments is advantageous.
• Experience with Zendesk or similar customer service software is beneficial.
• Strong customer service and time management skills.
• Excellent written and verbal communication skills in English.
• High attention to detail with the ability to see tasks through to completion.
• Ability to work independently while effectively engaging with internal and external stakeholders.
• A proactive and adaptable approach to problem-solving in a fast-paced environment.

Benefits:

• Casual dress code.
• Company events and team activities.
• Cycle-to-work scheme.
• Hybrid working model.
• Pension Scheme.
• 25 days Annual Leave per year, plus all UK Bank Holidays.
• Birthday day off, not inclusive of Annual Leave.

Additional Requirements:

• Ability to commute to or relocate to Kingston upon Thames, KT1, before the start date.
• Minimum education: A-Level or equivalent (preferred).
• Minimum experience: 1 year in a customer service role (preferred).
• Right to work in the United Kingdom.