Technical Support Adviser 1st Line Telco

Focus Group; Manchester; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Focus Group is seeking a Technical Support Adviser to join the Product Services team in Manchester or Shoreham by Sea. You will handle queries by phone, email, portal and live chat, diagnose and resolve issues, and maintain case progress within SLAs. A strong customer focus and basic networking knowledge are essential.

You will work in a fast-paced, customer-facing role and contribute to service improvements while following defined processes and reporting to suppliers as needed.

Qualifications

• Experience in customer service or a support desk environment.
• Familiarity with ITSM/CSM case management systems.
• Excellent telephone manner with ability to remain calm in challenging situations.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• Ability to follow pre-defined processes and adapt when they change.
• Strong data gathering and analytical skills to assess issues and take action.
• Ability to prioritise tasks and escalations to meet deadlines while delivering great service.

Responsibilities

• Handle queries via phone, email, portal and live chat within target times and personal targets.
• Diagnose, log, action and follow through to resolution, including escalations.
• Keep cases up to date and manage outstanding cases within agreed demarcations.
• Report issues to suppliers and chase resolutions while keeping customers informed.
• Manage cases in line with SLAs and escalate to 2nd line when needed.
• Adhere to and contribute to the company quality system and processes.
• Promote best practice and continual service improvement within the team.

Skills

Customer service

ITSM/CSM

Phone etiquette

Broadband basics

Network troubleshooting

Process adherence

Data gathering

Prioritization

Adaptability

Job description

Technical Support Adviser – 1st Line Telco

Up to £25,500 (DOE)
Manchester OR Shoreham by Sea
(Internal Job Level – Associate)

Established in 2003, Focus Group is one of the UK's fastest-growing independent providers of essential business technology, delivering digital workplace solutions to more than 30,000 customers nationwide.

From our ambitious beginnings, we have grown to over 1,400 employees across 24 UK offices and recently achieved unicorn status following a $1bn valuation.

Role:

We are seeking a customer-focused Technical Support Adviser to join our Product Services team, delivering first-class 1st line service to Focus Group customers. You will handle incoming queries across phone, email, portal and live chat, providing clear, timely and accurate support from first contact.

Working closely with the wider Product Services team, you will take ownership of case management from diagnosis through to resolution, keeping customers informed every step of the way and ensuring cases are handled in line with agreed SLAs and demarcations.

This is a fast-paced, customer-facing role where accuracy, composure and a genuine drive to help customers make all the difference.

• Responsible for handling incoming queries received via phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To diagnose, log, action and follow through to resolution cases, including escalations, whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
• To adhere and contribute to the company's quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

Requirements

• 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. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills — gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.