Zen This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm & Sat - Sun 9am to 5pm, please note the salary for this role £24,570 to £28,000. About the Role: 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. What You'll Be Doing: Providing expert support via phone and email Diagnosing and resolving technical issues without relying on scripts Handling both 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 meetings and department meetings What You'll Bring: Technical Skills: A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products Previous work experience within the ISP Industry, IT Helpdesk, or a 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 2 x Life Assurance Cover, with option to flex upwards 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more. Access to private Medical Healthcare and a Healthcare Cash Plan An extra day off for your birthday Car salary sacrifice scheme Continuous learning and development Discounted Mobile plans Flexible and Hybrid working Free onsite parking Internal coaching and mentoring opportunities Onsite Contemplation and Prayer room Onsite Electric Car Charging points Optional flexible critical illness cover People-friendly policies Recognition awards where we celebrate the most awesome people Retail discounts Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution Six monthly salary reviews Subsidised Nursery fees Subsidised Onsite Restaurant Superfast Free Reliable Broadband Travel Loan and Ride2Work Schemes Two days' paid leave per year for voluntary work