Broadband Support Advisor - Troubleshooter (Hybrid/Remote)

AWD online; Manchester; On-site; GBP 21,000 - 25,000; Full time

Job summary

A leading broadband provider in Greater Manchester is seeking a Contact Centre Customer Support Advisor. This full-time role involves handling customer queries and technical troubleshooting to deliver excellent service. Responsibilities include responding to inquiries, managing billing issues, and coordinating equipment requests. Ideal candidates will have experience in a customer support setting, strong communication skills, and GCSEs in English and Maths. The position offers a supportive team culture and various benefits including gym access.

Benefits

Smart casual dress code

Free access to gym facilities

Financial wellbeing platform access after probation

Supportive team culture and career progression

Qualifications

• Friendly and articulate communicator able to build rapport.
• Experience in a contact centre environment.
• Interest in technology for troubleshooting.

Responsibilities

• Handle customer queries via phone, email, and ticketing systems.
• Diagnose and resolve broadband faults for first-call resolution.
• Process service credits and billing adjustments.
• Coordinate replacement routers and dispatch orders.
• Own complex cases and keep customers updated.
• Respond to engineer requests and escalate errors as needed.
• Send SMS maintenance alerts and service updates.

Skills

Technical troubleshooting

Customer support experience

Communication skills

Empathy

Education

GCSEs in English and Maths

Job description

A leading broadband provider in Greater Manchester is seeking a Contact Centre Customer Support Advisor. This full-time role involves handling customer queries and technical troubleshooting to deliver excellent service. Responsibilities include responding to inquiries, managing billing issues, and coordinating equipment requests. Ideal candidates will have experience in a customer support setting, strong communication skills, and GCSEs in English and Maths. The position offers a supportive team culture and various benefits including gym access.