Technical Support Advisor - Hybrid – Zen Internet
Join our Consumer Support team as a thoughtful and resourceful Technical Support Advisor. This is a hands‑on, problem‑solving role where your curiosity and technical insight make a real impact.
About the Role
You will be the first point of contact for customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal is to resolve issues efficiently, educate customers on self‑service tools, and ensure every interaction leaves them confident in the service and the support behind it.
Shift & Salary
The role covers several shifts over 7 days a week: Mon‑Fri 8:00 am‑8:30 pm ; Sat‑Sun 9:00 am‑5:00 pm. Salary £24,570 – £28,000.
What You'll Be Doing
* Providing expert support via phone and email
* Diagnosing and resolving technical issues without relying on scripts
* Handling 1st‑ and 2nd‑line support queries from start to resolution
* Guiding customers through self‑service tools and promoting their benefits
* Prioritising and managing queries with attention, care and urgency
* Contributing ideas for service improvements and team development
* Participating in team and department meetings
What You'll Bring
* Solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
* Previous work experience within the ISP industry, IT helpdesk or comparable technical support environment
* Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
* Experience with fault management or ticket handling (desirable)
Benefits
* 25 days annual leave, increasing to 30 days with length of service; option to purchase up to 5 more days
* Private medical healthcare and healthcare cash plan
* Car salary sacrifice scheme
* Discounted mobile plans
* Flexible and hybrid working
* Free on‑site parking
* Continuous learning and development opportunities
* Optional flexible critical illness cover
* People‑friendly policies, recognition awards, and salary reviews every six months
* Superfast free reliable broadband as part of the package
* Travel loan and Ride2Work schemes
* Two days paid leave per year for voluntary work
Diversity & Inclusion
At Zen, your individuality matters. We value all aspects that make you who you are – gender, race, ethnicity, disability, sexuality, neurodiversity, background, etc. We want you to feel seen, respected, and supported from day one.
We are committed to doing business responsibly: investing in our people, community and planet, and building strong, inclusive communities. If you need part‑time or flexible arrangements or reasonable adjustments, let us know during the recruitment process.
Contact: call 01706 902 275.
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