About the Company
Virgin Media O2 is a leading converged media, broadband and mobile communications company in the UK. We bring together fixed-line, mobile, TV and broadband services to millions of customers. At Virgin Media O2, we believe in connecting people to the things they love, supporting communities, and creating a brighter digital future for everyone. Join our dynamic team and be part of an organisation that is constantly innovating.
Job Description
We are seeking enthusiastic and tech-savvy individuals to join our Next-Gen Tech, AI & Digital Support team. In this pivotal role, you will be at the forefront of assisting our customers with complex technical issues, leveraging AI tools, and guiding them through our innovative digital products and services. This is an exciting opportunity to dive into cutting-edge technology, provide exceptional service, and grow your career within a rapidly evolving industry. You will handle a variety of inquiries, from troubleshooting connectivity problems to explaining the functionalities of smart home devices and AI-driven solutions.
Key Responsibilities
- Provide expert technical support across Virgin Media O2's product portfolio, including broadband, TV, mobile, and emerging digital services.
- Utilise AI-powered diagnostic tools and knowledge bases to efficiently resolve customer issues.
- Guide customers through self-service options, digital platforms, and app functionalities.
- Educate customers on new technologies and features, ensuring a positive experience.
- Escalate complex or unresolved issues to specialised teams when necessary, ensuring seamless handover.
- Maintain accurate records of customer interactions and technical resolutions.
- Actively participate in training and development programs to stay updated on product knowledge and support best practices.
Required Skills
- Strong problem-solving abilities and a logical approach to troubleshooting.
- Excellent verbal and written communication skills with a customer-centric approach.
- A genuine interest in technology, AI, and digital trends.
- Ability to explain technical information clearly and concisely to non-technical users.
- Proficiency in using multiple software applications and CRM systems.
- Ability to work effectively both independently and as part of a team.
Preferred Qualifications
- Prior experience in a technical support, customer service, or helpdesk environment.
- Familiarity with broadband, mobile network, or smart home technologies.
- Experience working with AI-driven support tools or chatbots.
- Relevant certifications in IT support or customer service.
Perks & Benefits
- Competitive salary and performance-related bonuses.
- Generous holiday allowance.
- Discounted Virgin Media O2 products and services.
- Comprehensive health and wellness programs.
- Extensive training and development opportunities, including AI upskilling.
- Pension scheme.
- Flexible hybrid working model.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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