Technical Customer Service Advisor

Major Recruitment Oldbury; Fazeley; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Parking available

Job summary

Major Recruitment Oldbury are recruiting for a Tamworth-based client who is seeking an experienced Technical Customer Service Advisor to join their busy team. The role is office based with hours Monday to Friday 9am to 5pm.

This is a customer-facing technical support role, not a general IT job. You will handle incoming support tickets, gather the right information, complete first-line troubleshooting, keep customers updated, and escalate more complex issues to the Technical Support Lead with

Qualifications

• Clear written and verbal communication skills are essential.
• Ability to gather appropriate information and document details accurately.
• Methodical approach to following structured troubleshooting steps.

Responsibilities

• Acknowledge and triage incoming support tickets.
• Gather customer, site, device, platform, and issue details.
• Resolve straightforward first-line issues using approved steps.
• Keep customers updated clearly and professionally.
• Record actions, responses and next steps accurately.
• Escalate complex issues to the Technical Support Lead with context.
• Maintain queue discipline with visible next actions.
• Contribute feedback to the support knowledge base.

Skills

Customer service

Troubleshooting

Communication

Ticket triage

Documentation

Escalation

Tools

CRM software

Ticketing system

Job description

Major Recruitment Oldbury are delighted to be recruiting for our professional Tamworth based client who are seeking an experienced Technical Customer Service Advisor to join their busy team.

The role is office based and the hours are Monday to Friday 9am to 5pm.

This is a customer-facing technical support role, not a general IT job.

You will handle incoming support tickets, gather the right information, complete firstline troubleshooting, keep customers updated, and escalating more complex issues to the Technical Support Lead with clear context.

The right person will be methodical, good with customers, confident using systems, and comfortable learning technical products over time.

You do not need to be a senior engineer, but you do need to be curious, accurate, and able to follow a process properly.

Duties and tasks will include:

• Acknowledging and triaging incoming support tickets.
• Gathering customer, site, device, platform, and issue details.
• Resolving straightforward first-line issues using approved troubleshooting steps.
• Keeping customers updated clearly and professionally.
• Recording actions, customer responses, and next steps accurately.
• Escalating complex issues to the Technical Support Lead with full context.
• Maintaining good queue discipline so every open ticket has a visible next action.
• Using and contributing feedback to the support knowledge base.

Candidates welcome to apply for the role will have the following:

• Clear written and verbal communication.
• Strong attention to detail and accurate record keeping.
• Confidence dealing with customers by phone and email.
• Ability to follow structured troubleshooting steps.
• Calm approach when customers are under pressure.
• Good organisation and ability to manage multiple open tickets.
• Willingness to escalation issues early and clearly.

Parking is available

INDLS