About the Company
BT Group is one of the world’s leading communications services companies, with operations in over 180 countries. We provide a wide range of services including broadband, TV, mobile, and landline, as well as managed networked IT services. Our purpose is to connect for good, and we do this by building the best networks, delivering brilliant services, and helping our customers and communities thrive.
Job Description
Are you a problem-solver with a passion for helping others? Do you have a knack for technology and love to troubleshoot? BT Group is looking for enthusiastic individuals to join our team as Remote Technical Support (Level 1) Specialists. This is a fantastic opportunity to start or grow your career in IT support, working entirely from the comfort of your home. We provide all the necessary equipment to ensure you have a professional setup for success. You will be the first point of contact for our customers, resolving their technical issues efficiently and courteously, ensuring a seamless experience with our services.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, addressing a wide range of issues.
- Diagnose and troubleshoot basic technical problems related to internet connectivity, software, hardware, and mobile devices.
- Guide customers through step-by-step solutions and provide clear, concise instructions.
- Escalate complex issues to Level 2 support teams when necessary, ensuring proper documentation.
- Maintain accurate records of customer interactions and technical issues in our CRM system.
- Educate customers on product features and self-help resources.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to stay updated on new products and technologies.
Required Skills
- Excellent communication skills, both verbal and written.
- Strong active listening and problem-solving abilities.
- Basic understanding of common operating systems (Windows, macOS) and mobile platforms (iOS, Android).
- Familiarity with internet browsers, email clients, and general computer hardware.
- Ability to work independently and as part of a remote team.
- Patience, empathy, and a customer-focused attitude.
Preferred Qualifications
- Previous experience in a customer service or support role (even non-technical).
- Knowledge of network fundamentals (Wi-Fi, routers).
- Experience with CRM software.
- A quiet, dedicated workspace free from distractions.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Company-provided laptop, headset, and other essential equipment.
- Opportunities for career growth and professional development.
- Employee discounts on BT products and services.
- Fully remote work model, offering excellent work-life balance.
- Supportive and collaborative team environment.
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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