Technical Support Agent – Community Fibre Ltd.

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience – we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name. We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre – over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

• We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
• We have acquired over 500,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
• We have deployed our 100% full fibre network to over 300,000 premises to deliver the growth, which is rapidly moving towards 1 million in 2023.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job Purpose:

Our service team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions. We aim to provide a high-touch experience for our customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet our customers’ needs.

We are looking for team members who can deliver personalised service, who value our customers as much as we do, and who are always flexible to meet our ever-changing business needs.

The critical nature of the infrastructure will require you to work both quickly and carefully. Be able to provide Tier 1 Technical support to our customers, turn a potentially unhappy customer into a happy one. You will run through basic diagnostics questions and tests to understand how best you are able to help them.

What you’ll be doing:

• Taking inbound technical customer queries over the phone, email and in the future chat and video chat.
• Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools
• Utilising proper CRM tools and systems – provide outstanding technical assistance to our customers through live troubleshooting and problem isolation.
• Organising installations and service calls with field engineers.

The experience we’re looking for you to bring:

• Proven experience as a Technical Customer Support Representative, ideally within a similar working environment.
• Knowledge of FTTH/FTTC a plus
• University degree or equivalent experience of >2 years
• Desired but not essential: >1 years’ experience working with a service provider network and > 2years’ experience working as a technical customer support( troubleshooting Routers/Wi-Fi coverage)
• Understanding of Networking principles
• Previous experience in a telecommunications/technology based environment.
• Working knowledge and understanding of Zendesk or similar ticketing systems is advantageous.
• Desire to work in an agile, start-up environment and go the ‘extra mile’ to support our delivery of a great customer experience. Be a self-starter
• Be open, honest, and transparent
• Excellent attention to detail
• Love learning and developing new skills
• We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds

Why join us:

• You get to work with some of the best technology in the market
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Keen cyclist, join our cycle to work scheme
• Flexible WFH policy
• Enjoy the perks of Vitality health
• You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.