Customer Broadband Advisor – Technical Support

Customer Broadband Advisor

Do you live and breathe technology?

Are you skilled in resolving technical issues?

Are you passionate about delivering excellent customer service?

From a start-up back in 2002 XLN has grown into one of the biggest telecoms companies and one of the more successful companies in the UK. We have been backed by 3 prominent Private Equity firms since 2008 until this day and we continue to be as ambitious as we were at the beginning.

We won not one, not two but THREE awards at the UK Business Awards! XLN is still founder led and we believe strongly in building our business around great people. We only promote from within and work hard to provide quick progression and career opportunities to all employees equally.

We are not your typical call centre! We have state of the art offices with Pool & Table tennis tables, racing simulators as well as free tea and coffee onsite. We also provide you with world class training and support so that you have all the tools necessary to be successful. You have control of your own career, learning new skills and different areas of the business as you develop.

With growth at the forefront of XLN’s plans we are looking to grow all of our Customer Service teams! Our Broadband Technical department is one of the teams that are essential in the growth of our business and helping our customers every day!

If you have a real interest and curiosity in getting to the bottom of Broadband issues and further building and sharing your personal knowledge with others. Come and join our award winning team and keep Britain’s small businesses up and running.

If you:

• Ideally you will have 1 years+ experience of handling technical issues in a previous role, but the most important thing for us is that you have a real passion and confidence to take control of technical issues
• Enjoy working in a fun, social, vibrant team environment
• Are you a logical problem solver that is flexible in their methods used to resolve customer problems?
• An understanding of ADSL, Fibre, home networking and associated broadband technologies.
• Have excellent people skills and have great empathy with customers.

What are we offering?

• Basic salary £22,000 (OTE) per annum
• Entitlements such as health cash plan, childcare vouchers, 20 days paid holidays (exclusive of bank holidays) plus bonus holidays (pro-rata)
• Individual and team rewards, incentives and recognition such as monthly giveaways & employee of the month.
• Ongoing training support and personal development
• Barista-standard coffee on tap
• Smart casual dress appearance, dress down Fridays
• Chill out and reading zones, pool tables, table tennis and racing simulators!
• Indoor secure bike storage, locker, shower and changing facilities
• End of month drinks at the office, completely on us!

Essential skills we are looking for:

• Exceptional customer service levels – someone who truly goes above and beyond for their customers
• Ability to upsell products and services
• A champion of delivering sometimes complex information in a way everyone understands
• A basic understanding of how telephone and broadband work
• Experience in configuration and supporting routers
• Experience and understanding of wired & wireless technologies
• Have an understanding of IP Networks, basic routing and how they are used to deliver broadband services.

Please note, if we believe there will be other opportunities for you in the future, our recruitment team will retain your CV. Please let our recruitment team know if you wish to have your details removed from our database. Please see our Privacy Notice for further details.