About the Role
We are looking for customer-focused Technical Support Advisors to join a dynamic and fast-paced technical service environment. This role is focused on supporting existing customers with technical issues, diagnosing faults, resolving problems efficiently, and ensuring customers are supported back to full service as quickly as possible.
Alongside technical resolution, you will identify customer needs and, where appropriate, highlight relevant products or service enhancements — ensuring all interactions remain customer-first and solution-led.
Key Responsibilities
* Provide inbound technical support to existing customers
* Diagnose, troubleshoot and resolve technical faults efficiently
* Guide customers through step-by-step technical solutions
* Aim for first-contact resolution wherever possible
* Deliver clear, professional and empathetic communication
* Maintain a strong focus on customer satisfaction and quality
* Accurately update customer accounts and case notes across multiple systems
* Identify appropriate package or service upgrade opportunities
* Generate leads or referrals where customer need is identified
* Work confidently to individual and team performance targets
* Maintain up-to-date knowledge of systems, products, services and processes
* Always act in the best interest of the customer
What We’re Looking For
* Experience in technical support, IT service desk, broadband/telecoms support or customer service
* Strong problem-solving ability and a logical, technical mindset
* Excellent verbal and written communication skills
* Confidence guiding customers through technical steps
* Ability to multitask and navigate multiple systems simultaneously
* Strong attention to detail and accurate administration skills
* Resilient, adaptable and comfortable working in a target-driven environment
* Basic numeracy skills
* A positive attitude with a genuine desire to help customers
Desirable (Not Essential)
* Previous contact centre or service desk experience
* Experience supporting connectivity, devices, software or account-based services
* Exposure to service-to-sales or lead generation models
* Remote or home-working experience
What’s in It for You
* Competitive base salary
* Performance-related bonuses or incentives (role dependent)
* Full structured technical training
* Ongoing coaching and development
* Clear career progression opportunities
* Supportive team environment
* Employee wellbeing programmes