1st Line Telco Support Specialist – Customer Success

Focus Group; Shoreham-by-Sea; On-site; GBP 23,000 - 28,000; Full time

Job summary

Focus Group is hiring a Technical Support Adviser for 1st line telco support in Shoreham-by-Sea or Manchester. You will handle queries via phone, email, portal and live chat, providing clear, timely support from first contact.

You will diagnose, log and resolve cases, keep customers informed, meet SLAs, and escalate to 2nd line when needed. The role demands accuracy, composure and a genuine drive to help customers use technology effectively.

Qualifications

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case (ticket) management systems.
• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills — gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.

Responsibilities

• Handle incoming queries via phone, email, portal and live chats. Respond within the agreed target time and meet personal targets.
• Diagnose, log, action and follow through to resolution cases, including escalations, whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, aligned with agreed demarcations and SLA.
• Report issues to suppliers; chasing and ensuring timely resolution and customer communication.
• Cases are managed in line with SLAs and escalated to 2nd line when required.
• Adhere to and contribute to the company's quality system and processes.
• Promote best practice and continual service improvement within the team.

Skills

Customer service

Telephone etiquette

Broadband knowledge

Troubleshooting basics

Process adherence

Data gathering

Prioritisation

Tools

ITSM/CSM ticket systems

Job description

Focus Group is hiring a Technical Support Adviser for 1st line telco support in Shoreham-by-Sea or Manchester. You will handle queries via phone, email, portal and live chat, providing clear, timely support from first contact.

You will diagnose, log and resolve cases, keep customers informed, meet SLAs, and escalate to 2nd line when needed. The role demands accuracy, composure and a genuine drive to help customers use technology effectively.