Join to apply for the Technical Support Advisor - Hybrid role at Zen Internet.
Base pay range
Salary range £24,570 to £28,000 per annum.
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. We are interested in you as an individual and offer opportunities to develop, be recognised and enjoy yourself. We support part‑time, flexible working and reasonable adjustments. Contact 01706 902 275 or email to discuss.
About the Role
We’re looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. 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 customers, supporting home connectivity products such as FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email. You’ll resolve issues, educate customers on self‑service tools and ensure every interaction leaves them confident in both service and support.
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
* Solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
* Previous work experience within ISP, 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)
Personal Qualities
* Highly customer‑focused with a passion for delivering outstanding service
* Excellent communication skills; able to explain technical concepts clearly to all levels of users
* Strong questioning and diagnostic skills to uncover root causes
* Self‑motivated and able to manage multiple tasks under pressure
* Enthusiastic adopter of new technologies, systems, and processes
* Empathetic and mindful of the customer impact behind every decision
* Calm, focused, and adaptable in a fast‑changing environment
* Always eager to \"do the right thing\" for the customer
* 2x Life Assurance Cover, with option to flex upwards
* 25 days Annual leave, rising to 30 days with length of service, with 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
* Salary sacrifice Pension – minimum 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
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Information Technology
* Telecommunications
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