Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.

Giacom’s market-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware and IT products and services, from the world’s leading vendors and service providers.

Please note, this is a home based role, with occasional office visits.

What you'll be doing

• Apply knowledge of the industry, products and services offered by Giacom in aiding in the resolution of broadband fault tickets raised by our customers
• To deliver a first-class customer service using a variety of media i.e. telephone, ticketing system and emails in a high-pressure environment
• Identifying and diagnosing broadband faults using multiple platform
• Fault management through a variety of upstream network providers such as BT Wholesale, Vodafone, Cityfibre and others
• Effectively manage the customer expectation and follow through with promises made to the customer
• Be empathetic and understanding to customer issues.
• Deal with customer enquiries in a friendly, calm, professional and proactive manner.

Experience & Qualifications

• Affinity for technical troubleshooting and problem management
• Knowledge of current broadband technologies (Training provided)
• Ability to update support tickets quickly and accurately, liaising with both customers and upstream suppliers.
• Call handling skills of a high standard
• Technical knowledge on networking and IP routing desirable
• Microsoft Office experience

What's in it for you?

• Home based role
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
  
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation