Position Overview & Specifications

Technical Customer Service Team Member

Are you a problem solver with valuable customer service experience? Know how to handle technical enquirers and complaints like a pro? Looking for a new challenge, where every day is different and have an open mind?

If the answers yes and you're a great team player, you could be the next Technical Customer Service (TCS) Team Member we’re looking for …

About the role

You’ll play a vital role in the running of our growing UK business, which provides a range of content sharing and TV broadcasting services.

You’ll be the first port of call for users with technical issues, complaints, or enquiries. And you’ll help make sure all our services are running like they should, by supervising our TV studios and data centre environment. So you’ll be a real stickler for detail, who knows how to work well under pressure and communicate effectively.

What’s more, because technical difficulties can strike at any time, we like to keep our TCS desk open 24/7. So you’ll be prepared to work shifts alongside the TCS team.

Key responsibilities

Respond to customers’ telephone, email, or live chat enquires
Take ownership of ongoing customer cases, by chasing up answers and escalating problems to senior management when necessary
Check our services are running smoothly and troubleshoot/report any technical issues
Monitor our building/TV studio, raising the alarm in the event of a fire or service outage
Moderate user profiles on our content sharing platforms, ensuring they adhere to our strict rules and terms of service
Help with general administrative tasks when needed including helping in our live Studio if needed

Key skills & experience

Know how to deliver excellent customer service
Not afraid to use new software or service monitoring tools
Exceptional time management and organisational skills
Team Player

Qualifications

Achieved or working toward a Degree in a relevant subject
2 ‘A’-Levels (or equivalent)
A-C in GCSE English and Maths (or equivalent)

Requirements

Reliable and responsible
Good IT troubleshooting skills, especially web technologies and browsers
Excellent written and interpersonal skills
Excellent telephone manner
Good problem-solving skills
Ability to commute to London (NW6) for Day, Afternoon and Night shifts (07:30-16:00, 16:00-22:30 & 22:30-07:30) on a 24/7 basis including bank holidays

What’s in it for you?