Job Description

We\xe2\x80\x99re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We\xe2\x80\x99re interested in you as an individual and here you\xe2\x80\x99ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don\xe2\x80\x99t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Neil Cross, Retail Technical Support Operations Manager. We appreciate that sometimes it\xe2\x80\x99s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you\xe2\x80\x99re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email \xe2\x80\x93 you can to and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

The Role

This role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a \xe2\x80\x9cdo the right thing\xe2\x80\x9d ethos.

As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, xDSL, PSTN, VoIP and email products through to resolution.

The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.

The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.

This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.

Key Responsibilities

• To provide high quality telephony, supplier-portal and email support to Zen\xe2\x80\x99s Consumer customers
• Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics
• Take ownership of customer issues following through until resolution
• Provide timely and accurate responses to customer enquiries via phone/email/portals
• Take internal escalations and track/raise escalations to 2nd and 3rd Line teams
• Educate Consumer customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools
• Provide input and feedback to deliver continual improvement and assist your team in implementing changes
• Attend meetings and projects as determined by the business
• Other reasonable duties and projects as defined by your line manager

Technical Candidate Profile

• Understanding and experience of ADSL, FTTC, FTTP(H) , VoIP and PSTN product portfolios
• Trouble shooting skill and experience
• Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN
• Previous experience is preferred in this range of technologies and products: XDSL, PSTN, FTTP, SOGEA, VoIP and WLR3
• Previous experience of Fault Management or ticket handling is desirable

Personal Candidate Profile

• Highly customer focussed & able to add value to our award-winning customer service standards
• Excellent communication skills, able to articulate technical information to a variety of end user abilities
• Good questioning techniques to identify the root cause of issues
• Proven experience in a Customer Service, Technical Support, or similar role
• Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines
• Be a keen adopter of new technologies, processes, and systems
• Have empathy for the impact of decisions made upon the customer
• Ability to remain calm and focused in an ever-changing environment
• Always eager to \xe2\x80\x9cdo the right thing\xe2\x80\x9d for the customer
• Proven track record of taking responsibility and ownership for getting things done

At Zen, we\xe2\x80\x99re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we\xe2\x80\x99re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we\xe2\x80\x99re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we\xe2\x80\x99re a certified Great Place to Work TM and B Corp Certified!

Zen