Customer & Technical Advisor

Xpert Recruitment Solutions Limited; Cheadle; On-site; GBP 23,000 - 30,000; Full time

Job summary

Xpert Recruitment Solutions Limited is seeking a Customer & Technical Advisor in the United Kingdom to join a small, collaborative team. You will support customers from sales through order activation, troubleshoot connectivity issues, and assist with day-to-day office operations to keep service delivery smooth.

The role emphasises clear communication, technical aptitude, and the ability to handle multiple cases while maintaining excellent customer service across calls, live chat, and email.

Qualifications

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
• Excellent verbal and written communication, ability to explain technical concepts clearly.
• Experience in technical support, service desk, or ISP-related roles is desirable.
• Strong analytical and problem-solving skills with structured troubleshooting.
• Ability to manage multiple cases and maintain service levels.

Responsibilities

• Provide support to customers placing orders, explain service provisions and lead times.
• Troubleshoot internet connectivity issues and guide equipment setup.
• Escalate complex issues to senior engineers when needed.
• Maintain accurate records in CRM and ticketing systems.
• Support office operations and assist across departments.

Skills

Networking basics

Troubleshooting

Customer communication

Multi-channel support

CRM/ticketing systems

Problem solving

Team collaboration

Tools

CRM systems

Ticketing systems

Job description

Customer & Technical Advisor

Permanent

4 /4 shift pattern (other work patterns are available)

We’re recruiting on behalf of a growing, forward-thinking Internet Service Provider who are looking to bring in a Technology Specialist to join their close-knit team.

This is a hands-on, varied role providing support to customers along every step of their customer journey from sales to technical support, as well as general customer-facing and non-customer-facing administration to aid order progression and service delivery, making it ideal for someone who enjoys being the go-to person in a small team environment. You’ll be supporting customers and field engineers across multiple channels, including telephone, live chat and email whist also helping keep the office running smoothly day-to-day.

Job overview

You’ll be responsible for providing support to customers placing an order for services, extensive technical support and general operational support across the business, including:

Sales and Order Support

• Understand and explain varying service provisions, installation types, and product offerings clearly and accurately.
• Support customers through the ordering process, ensuring expectations are set correctly around lead times, installation requirements, and service capabilities.
• Liaise with internal teams and suppliers to ensure orders progress smoothly from sale to activation.
• Identify customer needs and recommend appropriate products or solutions without a hard-sell approach.

Technical Support

• Troubleshooting & Diagnostics: Identify, analyse, and resolve internet connectivity issues, including slow speeds, intermittent connections, and full service outages.
• Equipment Support: Guide customers through the setup, configuration, and maintenance of routers, modems, Wi-Fi extenders, and related equipment, including firmware updates and security settings.
• Network Assistance: Provide clear, step-by-step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security.
• Escalation Management: Recognise complex or persistent issues requiring advanced investigation and elevate appropriately to senior engineers, network teams, or field technicians.
• Customer Communication: Communicate clearly, patiently, and empathetically with customers of all technical abilities, keeping them informed throughout fault resolution.
• Documentation: Maintain accurate records of customer interactions, diagnostics, actions taken, and outcomes within CRM and ticketing systems.
• Service Education: Proactively advise customers on best practices to prevent future issues and maximise their service experience.

Office & Team Support

• Support general office and administrative operations.
• Assist colleagues across departments as required.
• Contribute to maintaining efficient, well-organised day-to-day business operations.
• Act as a flexible and reliable team member within a small, collaborative environment.

Desirable skills and experience:

• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi technologies.
• Strong analytical and problem-solving skills with a structured approach to troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts in plain language.
• Ability to work calmly under pressure, manage multiple cases simultaneously, and meet service-level expectations.
• Familiarity with ISP environments, remote diagnostic tools, and CRM/ticketing systems is advantageous.
• Previous experience in a technical support, service desk, or ISP-related role is desirable, though strong technical aptitude and willingness to learn are equally valued