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1st/2nd Line Technical Support

Location North West London, United Kingdom
Posted 13-September-2018
Your training

We will make sure you are supported from day one when you join our excellent tried, tested and fully comprehensive Company Induction. Well give you full classroom training on our products, services and teach you different ways of working in this environment - and thats just the beginning! Youll also spend time experiencing and applying all that youve learned in the classroom - in real life situations. It doesnt stop there though, once you join your team you will receive ongoing mentoring sessions and one-to-one development; it really is a very supportive environment!

You dont have to be a total technical guru or have lots of industry experience. Youll learn everything you need, to become part of our award-winning technical team - and our caring, supportive training team will support you to understand how our services and technology works. The key thing is to genuinely enjoy providing excellent customer service; have a real passion and enthusiasm for all things technical; the willingness to learn and most meaningfully a can-do attitude.

About the role

* Being part of the technical team, you get to build relationships with our residential and business members - and our partners - to drive first call resolution.
* Youll record and verify accurate information from all customer interactions in compliance with Data Protection policy.
* Youll build on your existing knowledge of ADSL, FTTC, wireless and basic networking skills (IP addressing, DNS etc.).
* Youll learn to use the art of questioning to identify problems with sometimes limited information from the member or partner to start with. Typical problems include ADSL, FTTC, PSTN, wireless and e-mail setup issues.
* Youll troubleshoot PSTN faults like no dial tone or noisy lines.
* We will teach you to set up and trouble shoot wired or wireless broadband connections.
* In the wireless spectrum, youll be troubleshooting and provide solutions on both the 2.4 and 5 GHz frequencies, including 802.11 G, N and AC routers.
* Youll work with Android, IOS and Windows operating systems.
* Youll be looking to resolve any issues with 2G, 3G and 4G mobile networks.
* Youll receive training on how to understand Broadband networking (Copper/Fibre) and Voice (Digital lines/VOIP).
* Your working hours will be 40 hours per week over five days (Monday to Saturday).

The rewards

Its our people that make Utility Warehouse the winner of numerous Which? and Moneywise Awards, and this is why we work so hard to provide a first-class rewards package for our staff. Its all about us recognising the people who live by our values and demonstrate that we genuinely care about the support we offer our members and partners. In short we are Proud to be Purple.

Starting salary is 20,730 plus up to 25% bonus (OTE 25,900) and great benefits! Just to give you a taste, here are a few or our perks:

* Youll get bonuses, a holiday allowance which increases with service, share options, life assurance, a pension and much more!
* Youll enjoy discounts on UW services, as well as gym memberships, healthcare, restaurants and even your shopping!
* Youll work in a friendly environment, with a number of fun perks such as pool and table tennis tables at the office, frequent nights out/social events and a departmental fun fund!

A day in the life of a Technical Support Advisor at Utility Warehouse

No two days are the same at Utility Warehouse - and we expect all of our staff to be committed to our vision of becoming the Nations Most Trusted Utility Supplier, the one youd recommend to your Mum! You understand that some members may have very challenging issues when they contact us, but you will build brand loyalty by taking ownership of their queries and providing consistently unique customer experiences. Youll speak to around 30 customers a day, providing solutions on our Home Phone, Broadband, Fibre and Mobile products - using some of the newest technologies on the market.

About us

Utility Warehouse may be a FTSE 250 Company with over 600,000 customers, but at heart we still see ourselves as an ambitious challenger with a strong family feel! We stand out as the UKs only fully integrated provider of a wide range of competitively priced essential services, spanning telephony (landline, broadband and mobile), energy (gas and electricity), and more recently, Home Insurance.

Equality and Diversity

Be yourself

At Utility Warehouse, were committed to being a diverse and inclusive workplace, ensuring everyone feels valued and respected.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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