Technical Support Advisor - Hybrid

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.

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

Qualifications

A solid understanding of ADSL, FTTC, FTTP(H), PSTN and 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)

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, Disability Confident

Disability ConfidentAbout 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. For more details please go to .

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 ..... full job details .....