Technical Support Customer Service Agent at Hyperoptic, Remote

About the role and the Team

We are looking for a customer-focused and technically skilled Technical Support Agent to join our team. In this role, you will be the first point of contact for customers, providing expert technical assistance and delivering an exceptional customer experience.

You will take ownership of customer issues from initial contact through to resolution, using your troubleshooting skills to resolve connectivity, hardware, and service-related problems efficiently and effectively. This is an excellent opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about helping customers.

Key Responsibilities

• Deliver outstanding technical support across multiple communication channels.
• Act as the first point of contact for customers experiencing technical issues.
• Troubleshoot connectivity, hardware, and service-related problems with confidence and accuracy.
• Explain technical solutions clearly and professionally, avoiding unnecessary jargon.
• Drive quick and effective resolutions while maintaining a high standard of service.
• Take full ownership of customer enquiries from first contact through to successful resolution.
• Collaborate with Team Leaders, senior agents, and specialist technical teams to resolve complex issues.
• Escalate cases appropriately while ensuring customers remain informed throughout the process.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Build positive customer relationships by providing proactive solutions that enhance long-term satisfaction.

What we are looking for:

• Excellent verbal and written English communication skills.
• Previous experience in customer service, preferably within a Technical Support or IT environment.
• Strong troubleshooting and problem-solving abilities with a logical, solution-focused mindset.
• Jira, SNOW, Amazon, Cisco Routers knowledge advantageous.
• Intermediate proficiency in Microsoft Office applications.
• Excellent computer skills and knowledge with the ability to learn new systems quickly.
• Professional, friendly, and customer-focused communication style.
• Strong time management and organisational skills.
• Ability to multitask effectively in a busy, fast-paced environment.
• A customer-centric approach with a commitment to delivering exceptional service.
• Strong work ethic with a high level of accountability and ownership.

Why work for us?

We’re in your corner and our vision is to be the UK’s most loved and desired broadband provider, that shows the way broadband is done! Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We’re also very proud to have been awarded Great Place to Work Certification (2022-23) and UK’s Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers; now we’re more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days’ paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children’s Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We’ll get back to you — even if it’s a no (for now