First-Line Tech Support Specialist – Telco

Focus Group; Manchester; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Focus Group is seeking a Technical Support Adviser to join the Product Services team in Manchester or Shoreham by Sea. You will handle queries by phone, email, portal and live chat, diagnose and resolve issues, and maintain case progress within SLAs. A strong customer focus and basic networking knowledge are essential.

You will work in a fast-paced, customer-facing role and contribute to service improvements while following defined processes and reporting to suppliers as needed.

Qualifications

• Experience in customer service or a support desk environment.
• Familiarity with ITSM/CSM case management systems.
• Excellent telephone manner with ability to remain calm in challenging situations.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow pre-defined processes and adapt when they change.
• Strong data gathering and analytical skills to assess issues and take action.
• Ability to prioritise tasks and escalations to meet deadlines while delivering great service.

Responsibilities

• Handle queries via phone, email, portal and live chat within target times and personal targets.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep cases up to date and manage outstanding cases within agreed demarcations.
• Report issues to suppliers and chase resolutions while keeping customers informed.
• Manage cases in line with SLAs and escalate to 2nd line when needed.
• Adhere to and contribute to the company quality system and processes.
• Promote best practice and continual service improvement within the team.

Skills

Customer service

ITSM/CSM

Phone etiquette

Broadband basics

Network troubleshooting

Process adherence

Data gathering

Prioritization

Adaptability

Job description

Focus Group is seeking a Technical Support Adviser to join the Product Services team in Manchester or Shoreham by Sea. You will handle queries by phone, email, portal and live chat, diagnose and resolve issues, and maintain case progress within SLAs. A strong customer focus and basic networking knowledge are essential.

You will work in a fast-paced, customer-facing role and contribute to service improvements while following defined processes and reporting to suppliers as needed.