Support Executive (Connectivity Services)
- Employee status: Permanent
- Closing date: Ongoing
- Reference number: 43721
We’re part of Europe's leading entertainment and communications business. With over 23 million customers across five countries, we make life easier by entertaining and connecting people. It’s a genuine team effort. That’s why we want talented people, like you, to join us and help make the future happen.
“Working within the brand new Sky Business Connectivity Services Team, you will be at the start of our journey, supporting Ethernet and fixed line services for our wholesale partners. Alongside this, you will be responsible for providing exceptional support to a number of direct premium customers. You’ll be energetic and self-motivated but most importantly, you’ll be committed to providing outstanding customer service.”
As a valued employee, you’ll benefit from a free Sky Q premium package (one off payment required for installation), an excellent pension scheme and private health care. What’s more, you’ll also have access to over 12,000 LinkedIn Learning courses to support your development. As if that’s not enough, our impressive Osterley campus boasts endless restaurants, on-site cinema, on-site gym, and much more to make your experience with us even more enjoyable. To find out more about working with us, search #LifeatSky on LinkedIn, Twitter or Instagram.
-Deliver the highest standards of B2B support to Sky Business Wholesale Partners, ensuring timely fault resolution of incidents, within SLAs to ensure customer satisfaction and retention.
-Manage escalations for all Wholesale related technical issues, product and technical questions from partners, internal teams and 3rd party engineers.
-Deliver the highest standards of B2B support to Sky Business Premium Customers, ensuring timely fault resolution of incidents, within SLAs to ensure customer satisfaction and retention
-Manage escalations for all Sky Business Premium Customer related technical issues, product and technical questions from partners, internal teams and 3rd party engineers.
-Be subject matter expert for faults, escalations and complaints from the wider support team for premium customers, Openreach faults and user connectivity issues
-Previous experience within Ethernet Access Circuits, Broadband, or DSL support background
-Experience of running line tests and service tests and interpreting the results
-Experience of raising Openreach trouble tickets
-Experience of using eChat, running and interpreting enhanced line characteristics and Openreach escalation
-Experience supporting edge routers and networking devices at customer premises
-Understanding of networking technologies
-Comfortable speaking to customers at all levels to director
-Awesome analytical and diagnostic skills / ability to own problems through to a final resolution
-Outstanding customer service skills
-Excellent written and verbal communication
-Highly organised and able to own multiple incidents at the same time
-Working knowledge of Cisco/Ruckus/Exchange Technologies
-Experience with SNMP Monitoring systems (e.g. Nagios/OpenNMS/PRTG).
-Experience working for an ISP or Service Provider
If you’re ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today
Happy to talk flexible working
It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.
If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.
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