Technical Support Advisor - Home working

Zen Internet; Slough; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a vibrant and dynamic team as a Technical Support Advisor, where you will be the first point of contact for customers seeking assistance with various internet services. This role offers a unique opportunity to provide high-quality support, ensuring customer satisfaction through effective troubleshooting and communication. Your contributions will help maintain the award-winning service standards of a leading telecommunications provider, known for its commitment to ethical business practices and community engagement. If you are passionate about technology and customer service, this role is perfect for you!

Benefits

Free Zen broadband

Your Birthday off

Salary reviews every 6 months

Discretionary bonus

Charitable Days

25 days annual leave

Pension contributions

20% Discount on local nursery

10% off all plans with Honest Mobile

Private medical healthcare

Qualifications

• Proven experience in a Customer Service or Technical Support role.
• Ability to troubleshoot technical issues effectively.

Responsibilities

• Provide high quality telephony and email support to customers.
• Identify root causes of issues and follow through until resolution.

Skills

Customer Service

Technical Support

Troubleshooting

Communication Skills

Problem Solving

Education

Experience in Customer Service

Experience in Technical Support

Tools

Fault Management Systems

Ticket Handling Systems

Job description

Technical Support Advisor - Home working

Location: Home Working

Hours: 37.50

Specialism: Customer Services

This is a Permanent , Full Time vacancy that will close in 16 days at 23:59 BST .

The Vacancy

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.

The hiring manager for this role is Chris T. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to [e-mail] and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations:Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

The Role

This role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a “do the right thing” ethos.

As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email products through to resolution.

The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.

The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.

This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.

Technical Support operates between the hours of 8am and 8pm Monday to Friday and 9am to 5pm Saturday and Sunday inc Bank Holidays.

Working hours are based on a rota covering those hours so the successful applicant will need to be available to work on a shift rotation basis

Key Responsibilities

To provide high quality telephony, supplier-portal and email support to Zen’s Residential and Small Business customers

Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics

Take ownership of customer issues following through until resolution

Provide timely and accurate responses to customer enquiries via phone/email/portals

Take internal escalations and track/raise escalations to 2nd and 3rd Line teams

Educate Residential and Small Business customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools

Provide input and feedback to deliver continual improvement and assist your team in implementing changes

Attend meetings and projects as determined by the business

Other reasonable duties and projects as defined by your line manager

Technical Candidate Profile

Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios

Recent experience of working in the ISP sector.

Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN

Previous experience of Fault Management or ticket handling is desirable

IT Helpdesk or Service desk experience

Personal Candidate Profile

Highly customer focussed & able to add value to our award-winning customer service standards

Excellent communication skills, able to articulate technical information to a variety of end user abilities

Good questioning techniques to identify the root cause of issues

Proven experience in a Customer Service, Technical Support, or similar role

Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines

Be a keen adopter of new technologies, processes, and systems

Have empathy for the impact of decisions made upon the customer

Ability to remain calm and focussed in an ever-changing environment

Always eager to “do the right thing” for the customer

About Zen

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!

Free Zen broadband

Award winning broadband for free

Your Birthday off

Let’s celebrate!

Salary reviews

every 6 months

Over 13,000 courses available across all areas

Discretionary bonus

Charitable
Days

Two paid days a year for volunteering

25 days annual leave

(with option to buy/sell up to 5 days)

Pension

5% of salary paid by Zen, minimum of 3% paid by employee

20% Discount on local nursery (Rochdale office only)

10% off all plans with Honest Mobile

Private medical healthcare

with Benenden (Cash Plan also available)

Spread the cost of travel

People Friendly Policies

From enhanced maternity to menopause

Flexible Critical Illness

Financial protection if the worst were to happen

Car Salary Sacrifice

Hybrid & electric cars from Tusker

Life
Assurance

X2 as standard with the option to flex up

Retail
Discounts

100s of discounts from top brands

Electric Car Charging Points

Six electric car charging points onsite at Rochdale

Payroll
Giving

Tax free donations to charity through your salary

Save on cycling

Free Drinks

Free tea and coffee from our office kitchenettes

Free
Parking

Available at our Rochdale office

Team Engagement

For everyone per year towards team social events