Broadband Support Advisor: Escalations & Tech Help

Giacom; Prudhoe; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Birthday off

Pension plan

Complimentary refreshments

Job summary

Giacom in Prudhoe is seeking a motivated Customer Service Advisor to support our Broadband team. You'll provide exceptional support to our partners, handle complaints and escalations, and manage reseller orders using our mainframe internal systems.

This role rewards accuracy, clear communication and the ability to multi‑task under pressure. Full technical training is provided, and you'll have opportunities to grow within Giacom’s platform that connects resellers with the best IT, Comms and Cloud

Qualifications

• Customer service experience, preferably in tech or telecom
• Ability to use IT systems and learn new tools
• Strong communication and problem-solving skills

Responsibilities

• Provide exceptional support and service to our partners
• Be the first point of contact for complaints and escalations for resellers
• Provisioning and managing reseller orders using mainframe systems
• Liaise with resellers and suppliers to resolve issues with updates
• Perform customer service and support duties
• Handle incoming calls from resellers
• Investigate root causes of provisioning issues
• Provide technical advice to resellers and staff
• Schedule and complete tasks within timescales
• Keep systems updated for each customer contact

Skills

Customer engagement

IT skills

Growth mindset

Excellent communication

Attention to detail

Multi-tasking

Flexible

Team player

Self-motivated

Under pressure

Tools

Mainframe systems

Job description

Giacom in Prudhoe is seeking a motivated Customer Service Advisor to support our Broadband team. You'll provide exceptional support to our partners, handle complaints and escalations, and manage reseller orders using our mainframe internal systems.

This role rewards accuracy, clear communication and the ability to multi‑task under pressure. Full technical training is provided, and you'll have opportunities to grow within Giacom’s platform that connects resellers with the best IT, Comms and Cloud