Tech Support Advisor - Broadband & VoIP (Hybrid)

Zen Internet Ltd; Rochdale; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

2 x Life Assurance Cover

25 days Annual leave

Private Medical Healthcare

Birthday leave

Car salary sacrifice

Hybrid working

Discounted Mobile plans

Onsite parking

Training and development

Employee recognition

Job summary

Zen Internet Ltd. seeks a Technical Support Advisor based in Rochdale to be the first point of contact for residential customers. You will diagnose and resolve connectivity and voice issues, guiding users through self-service tools and ensuring smooth case progression.

Hybrid role with initial office-based training and 12 weeks on-site. Recruitment day at Rochdale on 18 November, 10:00–15:30; start date 4 January.

Qualifications

• Solid understanding of broadband and telephony products: ADSL, FTTC, FTTP, PSTN and VoIP.
• Familiarity with DNS, HTTP, and IPv4/IPv6.
• Experience in ISP industry or a comparable Technical Support environment.
• Experience with fault management or ticketing systems is desirable.
• Strong questioning and diagnostic skills to identify root causes.
• Ability to explain technical concepts clearly to customers of all abilities.
• Self‑motivated and calm under pressure, able to juggle multiple queries.

Responsibilities

• Being the first point of contact for residential customers via phone and email.
• Diagnosing and resolving technical issues without relying on scripts.
• Guiding customers through self-service tools and explaining their benefits clearly.
• Managing queries from first contact through to resolution, with care and urgency.
• Spotting patterns and contributing ideas that improve the service for everyone.

Skills

Broadband products

Telephony products

DNS/HTTP/IPv4/IPv6

Technical support experience

Fault management / ticketing

Diagnostic skills

Explain technical concepts

Calm under pressure

Empathy

Learning mindset

Job description

Zen Internet Ltd. seeks a Technical Support Advisor based in Rochdale to be the first point of contact for residential customers. You will diagnose and resolve connectivity and voice issues, guiding users through self-service tools and ensuring smooth case progression.

Hybrid role with initial office-based training and 12 weeks on-site. Recruitment day at Rochdale on 18 November, 10:00–15:30; start date 4 January.