Overview

We''re looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. This isn''t a scripted call centre role, it''s a hands-on, problem-solving position where your curiosity and technical insight will make a real impact. You''ll be the first point of contact for our customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal? Resolve issues efficiently, educate customers on self-service tools, and ensure every interaction leaves them feeling confident in both the service and the support behind it. As a B Corp certified company, we''re committed to doing business responsibly by investing in our people, our community, and the planet. That means we''re looking for someone who''s not just technically capable, but eager to grow, learn, and contribute to a team that values integrity, empathy, and continuous development.Responsibilities

Providing expert support via phone and emailDiagnosing and resolving technical issues without relying on scriptsHandling both 1st and 2nd line support queries from start to resolutionGuiding customers through self-service tools and promoting their benefitsPrioritising and managing queries with attention, care and urgencyContributing ideas for service improvements and team developmentParticipating in team meetings and department meetingsA solid understanding of ADSL, FTTC, FTTP(H), PSTN and VoIP productsPrevious work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environmentFamiliarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPNExperience with fault management or ticket handling (desirable)Qualifications

Personal Qualities: Highly customer-focused with a passion for delivering outstanding serviceExcellent communication skills; able to explain technical concepts clearly to all levels of usersStrong questioning and diagnostic skills to uncover root causesSelf-motivated and able to manage multiple tasks under pressureEnthusiastic adopter of new technologies, systems, and processesEmpathetic and mindful of the customer impact, Disability ConfidentAbout Disability Confident

About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.Benefits

2 x Life Assurance Cover, with option to flex upwards25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 moreAccess to private Medical Healthcare and a Healthcare Cash PlanAn extra day off for your birthdayCar salary sacrifice schemeContinuous learning and developmentDiscounted Mobile plansFlexible and Hybrid workingFree onsite parkingInternal coaching and mentoring opportunitiesOnsite Contemplation and Prayer roomOnsite Electric Car Charging pointsOptional flexible critical illness coverPeople-friendly policiesRecognition awards where we celebrate the most awesome peopleRetail discountsSalary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contributionSix monthly salary reviewsSubsidised Nursery feesSubsidised Onsite RestaurantSuperfast Free Reliable BroadbandTravel Loan and Ride2Work SchemesTwo days'' paid leave per year for voluntary work

#J-18808-Ljbffr