Customer Care Technical Lead

Reporting to the Customer Care Manager the post holder will be the technical subject matter expert for customer care agents and installation engineers.

 

The team will be supporting residential and business FTTP customers during core office and extended hours. This will be achieved using a blend of onshore in-house and nearshore outsourced teams.

 

Our strategy is to deliver our services with highly automated processes and to use state of the art support technologies, enabling us to deliver support that reaches beyond the router into our customers homes. Support will be multi channel (Telephone, Webchat, Portal, Email & Social Media)

 

The customer care team sits alongside the installations team, allowing Swish Fibre to deliver seamless customer care remotely and onsite when required. The post holder will also have a close working relationship with the installation engineers.

 

Working closely with the Customer Care manager, the post holder will ensure our customer care team and installation engineers can provide the highlest levels of service through:

 

  • Technical Assessment and testing of new products and services

  • Timely access to high quality knowledge and processes

  • Technical Training and coaching

  • Technical support from the post holder

  • Identification and resolution of repeat issues.

Responsible for:

New product introduction

  • Work closely with product management and technology teams to represent customer and support insights.

  • Technical assessment of suitability for customer use

  • Ensure team have access to suitable equipment and test environments for support

  • Updating Knowledge / Processes / Training for service introduction

  • Field Trials and Early Life monitoring.

Knowledge Management

  • Create and manage technical knowledge for Customers, Support Agents and Installation Engineers.

  • Working closely with installation engineers, create processes for CPE commissioning, Wireless Surveys and support.

Technical Support

  • Provide escalation support to customer care agents and installation engineers, working directly with customers where necessary

  • Provide a link to 3rd line support / NOC engineers within the technology team.

Team Development and Training

  • Identify training requirements for the team, delivering in house where appropriate

  • Coaching team members.

Continuous Improvement

  • Improving first time resolutions through training, knowledge, processes and tools.

  • Identify and Reduce repeat issues

Essential Experience and Skills:

  • Experience of 2nd line technical support for customers (B2B or B2C) with a strong focus on networking (LAN / WAN / Wireless)​

  • Knowledge of

    • TCP/IP

    • Residential Router Technology

    • Residential Wireless Technologies (including MESH)

    • End User devices (Win 10, Android, iOS etc)

    • Familiarity with FTTP and networking concepts.

  • Experience and desire to document technology, ideally in a support environment, but could be project based.

  • Using support ticketing tools (Service Now / Freshdesk / Zendesk or ideally Salesforce)

  • Excellent written communication skills – able to distill complex technical ideas into customer facing self service documents

  • Adaptable communication style – ability to support customers and influence senior technical teams.

  • Calm and methodical approach to problem solving

  • Highly customer focused

  • Ability to manage own time, balancing between reactive customer issues and proactive improvements.

  • Curious about how technology works, with a passion to learn

Desirable Experience and Skills:

  • Experience with:

    • Netadmin

    • Smart RG

    • Adtran ONTs and Routers

    • Plume Mesh Pods

  • Working towards CCNA or similar

  • High level understanding of Enterprise networking technologies

    • VLANS, Firewalls, VOIP

Application for Customer Care Technical Lead  role.

We just need to capture some details below and a member of the Swish Recruitment Team will review your application and get back to you to discuss the next steps. 

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Email: enquiries@swishfibre.com     Tel: 0800 0489415

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Swish Fibre Ltd (Reg. No: 11486930) is a company registered in England and Wales       © 2020, Swish Fibre Ltd

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