The growth of both Zen’s customer base and product portfolio has led to us expanding our Technical Support Department. This role is an exciting opportunity for the right candidate to immediately contribute to the success of Zen and to work within a dynamic, open minded and supportive team, gaining recognition for their individual contribution. The support desk is a vibrant, busy environment that benefits from the free exchange of creative and practical ideas.
The overall purpose of the role is to provide front line technical support to Zen's residential and business users. A core focus of the role is problem analysis and resolution to the customer’s satisfaction. This is a demanding first line position, calling for a high standard of customer support to be delivered.
This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer. The majority of calls will come from our business customers so the ability to provide fast, concise information is essential.
Please note that you'll work 37.5 hrs per week with rotational shifts between 8am - 8:30pm Monday to Friday and approximately 1 in 4 weekends of 9am - 5pm Saturday and Sunday.
The department is also open on Bank Holidays (except Christmas Day, Boxing Day and New Year's Day) and therefore you may be required to work on those days.
To provide premium quality telephone, e-mail and Live Chat support to Zen’s business and residential customers
Troubleshooting customer problems in a thoughtful and efficient way
Identifying a problem with sometimes limited information from the user to start with. Typical problems include ADSL, FTTC, PSTN (WLR3), Web Hosting, e-mail set up and FTP configuration.
To take ownership of calls – seeing the customers issues through to completion
Giving timely and accurate responses to enquiries
Completing work activity logs
Providing customer coaching in order to help the customer resolve problems themselves
Proven experience in a technical customer service/technical support environment
A degree of technical knowledge in some or all the following areas:
Windows operating systems
Applied knowledge of TCP/IP networking
Common Internet applications and services (e-mail, Web, ftp, etc.)
HTML and Web server Maintenance
Analytical structured approach to problem solving
Considers the impact of decisions made upon the customer
Excellent communication skills in order to provide clear and concise telephone and e-mail support
Committed to service excellence
Eager to provide first call resolution
Able to quickly inspire confidence in others and build rapport with the customer
Patient and willing to go the extra mile – e.g. happy to use knowledge to help Zen Internet customers with queries not related to Zen
Able to remain calm and focussed in an ever changing environment
Experience of working successfully in an ‘unscripted’ customer contact environment an advantage.
Able to work shifts, as agreed
And this is what we'll offer you
6 month salary reviews
Private Medical Healthcare Scheme
25 days Annual Leave (with option to buy/sell up to 5 days)
Bonus (based on company performance)
Free Broadband up to the fastest speed available (inc Fibre)
Travel Loan and Ride2Work Schemes
Subsidised Onsite Nursery
Subsidised Onsite Restaurant
Summer & Christmas Parties