Mobile Support Advisor

ARO Technology

Farnborough

Hybrid

GBP 23,875 - 24,500

Full time

14 days+

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Benefits offered by this job

Company Pension Scheme

Private Medical insurance

Life assurance

25 days holiday plus bank holidays

Health Club and Wellbeing Scheme

ARO Shares after 12 months

Job summary

A leading support services company in Farnborough is seeking Mobile Support Advisors to enhance customer interactions. This hybrid role requires delivering high-quality service, managing customer tickets, and collaborating across teams. Ideal candidates possess strong communication skills and a problem-solving mindset, with previous customer-facing experience being essential. Enjoy benefits such as private medical insurance, pension contributions, and 25 days holiday, plus bank holidays.

Qualifications

Experience in a customer-facing role.
Ability to problem-solve and learn quickly.
High attention to detail.
Experience in a fast-paced environment.
Excellent communication skills.

Responsibilities

Support customers via calls and cases.
Manage customer tickets in the database.
Prepare quotes and process orders.
Liaise with suppliers for timely delivery.
Provide troubleshooting support.
Maintain accurate documentation.
Assist with escalations and reporting.
Build strong working relationships.
Attend weekly and monthly meetings.

Skills

Customer-facing experience

Problem-solving skills

Attention to detail

Fast-paced environment experience

Communication skills

Tools

Microsoft Office

Job description

This range is provided by ARO Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Title: Mobile Support Advisor

Location: Farnborough/Hybrid

Salary: £23,875 - £24,500 BOE

Contract type: Permanent

About Your Role

We are currently looking for 2 Mobile Support Advisors to join our Support team in Farnborough! In this role, you'll deliver exceptional service to our mobile customers, ensuring every interaction meets the highest standards of accuracy and professionalism. You'll provide comprehensive support and resolve issues in line with agreed SLAs, making a real impact on customer satisfaction.

Please note that this role is a hybrid based in our Farnborough office. You will be required to work on site 3 days a week which is usually Tuesday‑Thursday alongside the team.

What You'll Do

Support customers alongside the Mobile Support team via calls and cases
Own and manage customer tickets in the ARO database, ensuring SLA compliance
Prepare quotes, process hardware and customer orders, manage stock, and handle billing charges
Liaise with third‑party suppliers and internal teams to ensure timely delivery, updates, and resolutions
Provide product, network, and troubleshooting support, routing tickets to the appropriate teams
Maintain accurate customer documentation and database records
Prioritise and manage workload, including weekly/monthly individual tasks
Assist management with escalations, sensitive issues, reporting, and general workload
Attend and contribute to weekly and monthly meetings
Build strong working relationships across teams to deliver exceptional customer account management

Additional Responsibilities for VIP Customers

Support customers alongside the Mobile Support team via calls, emails, and tickets, including dedicated support for VIP customers
Own and manage customer tickets in the ARO database, ensuring SLA compliance and prioritisation of VIP accounts
Act as a key point of contact for VIP customers, providing proactive updates and high‑touch service

Requirements

Essential

Experience working within a customer facing role
Previously worked in a role having to problem solve and learn products and processes within a timely manner
High level of attention to detail
Experience working in a fast paced environment
Understanding/working knowledge of Microsoft Office
Excellent communication skills

Desirable