Hybrid 1st Line Tech Support Advisor

Focus Group; Shoreham-by-Sea; Hybrid; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Holiday Allowance

Hybrid working options

Enhanced maternity, paternity and

Paid volunteering day

Wider company benefits

Job summary

Focus Group is recruiting a Technical Support Adviser (1st Line Telco) to join the Service Operations team in Shoreham-by-Sea. This permanent role handles queries across phone, email, portal and live chat, diagnosing and resolving issues and escalating when needed.

The role emphasises customer service excellence, adherence to SLAs, and collaboration with the Product Services team. Benefits include hybrid working options, a strong learning environment, and a focus on quality processes.

Qualifications

• Experience in a customer service or support desk environment.
• Familiarity with ITSM/CSM Case (ticket) management systems.
• Customer service focused with an excellent telephone manner.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow pre-defined processes and adapt when they change.
• Data gathering and analytical skills to diagnose and act.

Responsibilities

• Handle incoming queries via phone, email, portal and live chat within agreed target times.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep cases up to date and manage outstanding items per SLA.
• Report issues to suppliers and chase resolutions to inform the customer.
• Escalate to 2nd line with remaining SLA time.
• Contribute to quality systems and process improvements.
• Promote best practices within the team.

Skills

Customer service

ITSM/CSM

Telephone manner

Broadband knowledge

Network troubleshooting

Process adherence

Data gathering

Prioritisation

Job description

Focus Group is recruiting a Technical Support Adviser (1st Line Telco) to join the Service Operations team in Shoreham-by-Sea. This permanent role handles queries across phone, email, portal and live chat, diagnosing and resolving issues and escalating when needed.

The role emphasises customer service excellence, adherence to SLAs, and collaboration with the Product Services team. Benefits include hybrid working options, a strong learning environment, and a focus on quality processes.