Technical Customer Support Broadband & Wi-Fi
Job details
About: Rebel is an internet provider that provides Wi-Fi that actually works based on advanced hardware and software for residential UK households. Rebel offers residential Wi-Fi, broadband and home phone services. The world has changed, but Big Broadband haven’t. They’re too big, too stuck with outdated technology and old-fashioned attitudes to Customer needs. It is time for a Rebellion! At Rebel, the Customer is at the heart of everything we do. We view investment in our UK based Customer Support team as an asset, not a cost. This is one of our key competitive advantages, and we ensure it is treated as such. We take care of our People, because they take care of our Customers. We are building out our technical Support team. This Technical Support role will be responsible to ensure that if our customers have issues with Rebel’s Customer Premise Equipment (Routers & SuperPods), you help them solve this by investigating the potential issues at the CPE level or Network Level (Access network or Core / Authentication), and answering any questions that come up along the way. We launched Rebel to revolutionise home internet in the UK. Now, we need you to help us grow. Are you ready to join the Rebellion? What you’ll do:
- As a voice of Rebel, you are responsible for speaking to customers in a professional way
- Provide level 2 support answering questions related to Wi-Fi or Networking
- Working with our partners to diagnose & solve technical problems resulting from the CPE Firmware, Openreach’s Access Network or Layer 3 Core Network Authentication
- Working with our partners, including network (wholesale and Voice over IP) and CPE partners to solve our customer’s issues
- Perform packet loss tests
- Solve customer LAN issues by evaluating CPE logs
- Ownership of new CPE firmware and hardware testing
- Use specialist technical knowledge of the network to monitor, proactively detect and resolve issues, and work with colleagues and external partners to investigate and resolve escalated issues
- Working hours are typically 45 hours per week Monday to Friday 9am to 6pm, but will be required to work one Bank Holiday per year (8 hours total)
- Our team is based in London, so you will need to be able to commute to London up to three days per week
- At least 3 years of experience in working within Network Engineering skilled in Routers, Wi-Fi, Switches and Firewalls
- Technical understanding of residential Wi-Fi & Networks, including IPv6, Wi-Fi 5/6/6e/7, Wi-Fi Radios/Channels and FTTC/FTTP/Coaxial networks
- Experience working with Layer 3 Openreach Wholesale Partners, such as TalkTalk or BT Wholesale
- Experience working with TR-69 & ACS
- Ability to test packet loss on a Broadband circuit
- Ability to read and understand Router logs
- Understanding of PPPoE & DHCP Authentication
- Fast passed, problem solver who does not stop until an issue is solved
- Curiosity and ability to learn quickly
- Empathy with the ability to make the Customer’s issues your own
- Self-starter who is confident to jump in and take ownership
- Experience working with Plume Frontline
- Experience working with network authentication for Alt-Nets, such a City Fibre
- Experience working with Genie ACS
- Experience working with Voice over IP (VoIP)
- Experience with HubSpot CRM
- Make your mark on a fast-growing, disruptive brand with opportunity for personal growth
- Great pay with a salary of between £40,000 - £46,000pa
- Up to an additional 10% Annual Bonus based on agreed metrics, such as customer retention and positive reviews
- Flexibility with the ability to work remotely. Our team is based in London, so you will need to be able to commute to London up to three days per week
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
