Technical Support Advisor - Hybrid

Overview

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. Because they matter to you and are part of who you are.We''re interested in you as an individual and here you''ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don''t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.If you wish to find out more or discuss any details you''re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible.FAO Recruitment agencies and organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm and Sat - Sun 9am to 5pmThe RoleThis role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a "do the right thing" ethos.

As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email products through to resolution.

The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.

The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.

This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.

Technical Support operates between the hours of 8am and 8pm Monday to Friday and 9am to 5pm Saturday and Sunday inc Bank Holidays.

Working hours are based on a rota covering those hours so the successful applicant will need to be available to work on a shift rotation basisKey ResponsibilitiesTo provide high quality telephony, supplier-portal and email support to Zen''s Residential and Small Business customers

Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics

Take ownership of customer issues following through until resolution

Provide timely and accurate responses to customer enquiries via phone/email/portals

Take internal escalations and track/raise escalations to 2nd and 3rd Line teams

Educate Residential and Small Business customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools

Provide input and feedback to deliver continual improvement and assist your team in implementing changes

Attend meetings and projects as determined by the business

Other reasonable duties and projects as defined by your line manager

Technical Candidate ProfileUnderstanding and experience of ADSL, FTTC, FTTP(H), PSTN and VoIP product portfolios

Recent experience of working in the ISP sector.

Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN

Previous experience of Fault Management or ticket handling is desirable

IT Helpdesk or Service desk experience

Personal Candidate ProfileHighly customer focussed and able to add value to our award-winning customer service standards

Excellent communication skills, able to articulate technical information to a variety of end user abilities

Good questioning techniques to identify the root cause of issues

Proven experience in a Customer Service, Technical Support, or similar role

Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines

Be a keen adopter of new technologies, processes, and systems

Have empathy f

Benefits2 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 .....