First-Line Tech Support Advisor: Customer Care

Focus Group; Manchester; On-site; GBP 15,000 - 26,000; Full time

Job summary

Focus Group is seeking a Technical Support Adviser to deliver 1st line telco support to a diverse customer base from Manchester or Shoreham by Sea. You will diagnose, log and resolve issues, escalating where required, while maintaining clear, proactive communication and adherence to SLAs.

The role emphasizes accuracy, composure and genuine customer care in a fast-paced environment. Full time, office-based with typical UK business hours and opportunities for service improvements across the team.

Qualifications

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case management systems.
• Excellent telephone manner; able to stay calm and build rapport.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow defined processes and adapt to changes.
• Data gathering and analytical skills to gather information, analyse issues and act.
• Target-focused with ability to prioritise tasks to meet deadlines while delivering excellent service.

Responsibilities

• Handle incoming queries via phone, email, portal and live chat within target times.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep customers informed on progress and ensure SLA compliance.
• Escalate to 2nd line when needed and manage cases with remaining SLA.
• Adhere to quality processes and contribute to service improvements.

Skills

Customer service

ITSM/CSM

Phone etiquette

Broadband basics

Network diagnostics

Process adherence

Data gathering

Job description

Focus Group is seeking a Technical Support Adviser to deliver 1st line telco support to a diverse customer base from Manchester or Shoreham by Sea. You will diagnose, log and resolve issues, escalating where required, while maintaining clear, proactive communication and adherence to SLAs.

The role emphasizes accuracy, composure and genuine customer care in a fast-paced environment. Full time, office-based with typical UK business hours and opportunities for service improvements across the team.