Technical Support Advisor

Zen Internet Ltd; 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

Most call centre roles hand you a script. This one doesn't.

We're looking for a Technical Support Advisor who thrives on thinking for themselves. You'll be the first point of contact for our residential customers, supporting a range of connectivity and communication products including FTTP, FTTC, SoGEA , ADSL, PSTN, VoIP, and email . Y ou'll be trusted to diagnose and resolve issues using your own judgement, backed by a range of self-service tools.

This is a structured, scheduled role based in our contact centre.

Chosen applicants will be invited to a recruitment assessment day at our Rochdale office on 18th November (10am – 3:30pm)

Offers to successful candidates will be made on 20th November. Role start date will be 04 January.

The role is Hybrid, though successful candidates be office based for the first 12 weeks, (training for the first 8 weeks.)

What You'll Be Doing

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

What You'll Bring

Technical skills:

A solid understanding of broadband and telephony products : ADSL, FTTC, FTTP, PSTN and VoIP

Familiarity with internet technologies including DNS, HTTP, and IPv4/IPv6

Previous work experience within the ISP Industry, or a comparable Technical Support environment

Experience with fault management or ticketing systems is desirable

Strong questioning and diagnostic skills . Y ou get to root causes, not just symptoms

The ability to explain technical concepts clearly to customers of all abilities

Comfortable making judgement calls in the customer's interest when situations aren't black and white

Self-motivated and calm under pressure, able to juggle multiple queries without dropping the ball

Curious about technology and eager to keep learning as products , tools and processes evolve

Empathetic . You understand there's always a real person behind every ticket

Why Join Us

As a B Corp certified company, we're committed to doing business responsibly by investing in our people, our community, and the planet. You'll join a team that genuinely values integrity, empathy, and development, with a clear pathway to grow your skills and progress your career from day one.

We’re building an inclusive work environment

At Zen, your individuality matters. Your gender, race, ethnicity, disability, sexuality, neurodiversity, background, and everything else that makes you who you are, we value it all. We want you to feel seen, respected, and supported from the very start of your journey with us.

Our Values shape how we work and who we are. We celebrate diversity and build strong communities where everyone belongs. We put people and the planet before profit, and we’re ambitious about the future, always learning, innovating, and striving to deliver award-winning service. Together, this means you’ll find opportunities not just to grow your career, but to make a meaningful impact.

We’re always open to conversations about part‑time or flexible working, or reasonable adjustments, and we’ll support you wherever we can. Please feel comfortable sharing your preferences during the recruitment process.

If you’d like to find out more about what life is like at Zen, take a look at our careers page. Or, if you’d prefer to speak with someone about the role, call us on 01706 902 275 or [e-mail], we’d be happy to chat!

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days’ paid leave per year for voluntary work

About Zen

At Zen, we’re redefining what it means to be a business, not just through what we do, but how we do it. We believe there’s a better way of doing business.

As the UK’s largest independently owned telecommunications and technology provider, we put people and planet before profit. We’re here for the long term, never for sale and driven by our purpose:Do right for people and planet.Being a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility. From award-winning services and industry-leading customer support to our focus on sustainability and community. Everything we do is guided by our core values, and yours.

At Zen, we know that our strength lies in our people. That’s why we celebrate individuality and diversity, creating a workplace where everyone belongs. We bring together our Zen values and personal values to build a supportive, open, and inclusive environment. Together, we grow, both as professionals and as people. We’re proud to be recognised as aGreat Place to Workacross multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future-focused culture we’ve created.

We’re ambitious. We embrace innovation and welcome change. We challenge ourselves to think differently, improve constantly, and lead by example. We see every challenge is an opportunity. Every voice matters. And every success fuels a much bigger purpose.

So, if you're looking for a job where your values matter, where you can help build a future where business is a force for good, join us and help make a difference. Whether you're just starting out or bringing years of experience, your work at Zen will have real impact on our people, customers, communities, and the planet.