Telecoms Customer Support Specialist

About the Role

Our client is looking for a customer-focused and technically adept Telecoms Customer Support Specialist to join their team in Norwich, Norfolk . This role is pivotal in ensuring our clients receive exceptional support for their telecommunications services. You will handle customer inquiries, troubleshoot technical issues, and provide solutions that enhance customer satisfaction. This position offers a hybrid working model, combining remote support capabilities with on-site collaboration and training opportunities within the Norfolk region.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to internet, phone, and other telecommunications services.
• Guide customers through product features, services, and troubleshooting steps.
• Escalate complex issues to appropriate technical teams and follow up to ensure resolution.
• Maintain accurate customer records and document all interactions.
• Provide feedback to management on customer needs and service improvements.

Requirements

• Previous experience in customer support , preferably within the telecommunications industry.
• Strong technical aptitude and ability to quickly learn about new products and services.
• Excellent communication and active listening skills.
• Patience and a customer-centric approach to problem-solving.
• Ability to manage multiple tasks and work effectively in a hybrid environment.
• Familiarity with CRM systems is a plus.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for training and career progression within the company.
• Employee discounts on services.
• A supportive team environment with opportunities for remote and in-office work.