Hybrid Technical Support Advisor — Grow in Broadband Tech

People First; Rochdale; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Life Assurance

Annual leave 25 days + 5 purchase

Private Medical Healthcare

Birthday day off

Pension salary sacrifice

Flexible & Hybrid working

Onsite parking

Training & development

Employee wellness

Internal coaching

Volunteer leave

Car salary sacrifice

Competitive salary reviews

Job summary

Zen is seeking a Technical Support Advisor in the UK, based in Rochdale with hybrid working after initial in-office training. You will be the first contact for residential customers, diagnosing broadband and telephony issues and guiding customers through self-service tools.

Exterior candidates will join a structured contact centre pathway. You’ll bring strong diagnostic skills, experience in ISP or similar environments, and the ability to explain complex concepts clearly to customers of all

Qualifications

• Broadband and telephony product knowledge (ADSL/FTTC/FTTP/PSTN/VoIP).
• Familiarity with DNS, HTTP and IPv4/IPv6.
• Experience in a technical support environment by ISP or similar.

Responsibilities

• Be the first point of contact for residential customers via phone and email.
• Diagnose and resolve technical issues without scripts.
• Guide customers through self-service tools and explain benefits.
• Manage queries from first contact to resolution with care and urgency.

Skills

Broadband & Telephony

DNS/HTTP/IPv4-IPv6

Technical Support

Tools

Ticketing Systems

Job description

Zen is seeking a Technical Support Advisor in the UK, based in Rochdale with hybrid working after initial in-office training. You will be the first contact for residential customers, diagnosing broadband and telephony issues and guiding customers through self-service tools.

Exterior candidates will join a structured contact centre pathway. You’ll bring strong diagnostic skills, experience in ISP or similar environments, and the ability to explain complex concepts clearly to customers of all