First Line Customer Support
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Position Overview & Specifications
Technical Customer Service Team Member
Are you a problem solver with valuable customer service experience? Know how to handle technical enquirers and complaints like a pro? Looking for a new challenge, where every day is different and have an open mind?
If the answers yes and you're a great team player, you could be the next Technical Customer Service (TCS) Team Member we’re looking for …
About the role
You’ll play a vital role in the running of our growing UK business, which provides a range of content sharing and TV broadcasting services.
You’ll be the first port of call for users with technical issues, complaints, or enquiries. And you’ll help make sure all our services are running like they should, by supervising our TV studios and data centre environment. So you’ll be a real stickler for detail, who knows how to work well under pressure and communicate effectively.
What’s more, because technical difficulties can strike at any time, we like to keep our TCS desk open 24/7. So you’ll be prepared to work shifts alongside the TCS team.
Key responsibilities
- Respond to customers’ telephone, email, or live chat enquires
- Take ownership of ongoing customer cases, by chasing up answers and escalating problems to senior management when necessary
- Check our services are running smoothly and troubleshoot/report any technical issues
- Monitor our building/TV studio, raising the alarm in the event of a fire or service outage
- Moderate user profiles on our content sharing platforms, ensuring they adhere to our strict rules and terms of service
- Help with general administrative tasks when needed including helping in our live Studio if needed
Key skills & experience
- Know how to deliver excellent customer service
- Not afraid to use new software or service monitoring tools
- Exceptional time management and organisational skills
- Team Player
Qualifications
- Achieved or working toward a Degree in a relevant subject
- 2 ‘A’-Levels (or equivalent)
- A-C in GCSE English and Maths (or equivalent)
Requirements
- Reliable and responsible
- Good IT troubleshooting skills, especially web technologies and browsers
- Excellent written and interpersonal skills
- Excellent telephone manner
- Good problem-solving skills
- Ability to commute to London (NW6) for Day, Afternoon and Night shifts (07:30-16:00, 16:00-22:30 & 22:30-07:30) on a 24/7 basis including bank holidays
What’s in it for you?
- Competitive salary
- Friendly team environment
- Upto 25 days’ paid leave per year (plus bank holidays)
Job Types: Full-time, Permanent
Salary: £24,000.00-£26,000.00 per year
Benefits:
- Casual dress
- Company pension
- On-site parking
- Private medical insurance
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekend availability
Education:
- A-Level or equivalent (preferred)
Experience:
- work: 1 year (required)
Work Location: In person
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for First Line Customer Support roles across Virtual Talk's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £24,000 - £26,000 bracket, including retirement vesting and health parity.
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