Technical Support Advisor - Hybrid

Zen Internet; Milnrow; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A B Corp certified company is seeking a Technical Support Advisor to join their Consumer Support team in Milnrow, UK. This is a hands-on, problem-solving role that requires strong technical insight and excellent customer service skills. The advisor will assist customers with various connectivity products, ensure effective resolution of issues, and promote self-service tools. With a focus on growth and integrity, you'll be part of a team that values learning and support. Competitive salary of £24,570 to £28,000 and numerous employee benefits are offered.

Benefits

25 days Annual leave

Private Medical Healthcare

Birthday day off

Car salary sacrifice scheme

Continuous learning and development

Discounted Mobile plans

Free onsite parking

Recognition awards

Subsidised Onsite Restaurant

Qualifications

• Must have a solid understanding of ADSL, FTTC, FTTP, PSTN, and VoIP products.
• Previous experience in the ISP Industry or IT Helpdesk is required.
• Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6 is essential.

Responsibilities

• Provide expert support via phone and email.
• Diagnose and resolve technical issues without relying on scripts.
• Guide customers through self-service tools.

Skills

Expert support

Diagnosing technical issues

Handling 1st and 2nd line support

Customer guidance

Managing queries

Knowledge of ADSL, FTTC, FTTP, PSTN, VoIP

Familiarity with internet technologies

Job description

We're looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. This isn't a scripted call centre role, it's a hands‑on, problem‑solving position where your curiosity and technical insight will make a real impact. You'll be the first point of contact for our customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal? Resolve issues efficiently, educate customers on self‑service tools, and ensure every interaction leaves them feeling confident in both the service and the support behind it. As a B Corp certified company, we're committed to doing business responsibly by investing in our people, our community, and the planet. That means we're looking for someone who is not just technically capable, but eager to grow, learn, and contribute to a team that values integrity, empathy, and continuous development.

What You'll Be Doing:

• Providing expert support via phone and email
• Diagnosing and resolving technical issues without relying on scripts
• Handling both 1st and 2nd line support queries from start to resolution
• Guiding customers through self‑service tools and promoting their benefits
• Prioritising and managing queries with attention, care and urgency
• Contributing ideas for service improvements and team development
• Participating in team meetings and department meetings
• A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
• Previous work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environment
• Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
• Experience with fault management or ticket handling (desirable)

Schedule and Compensation:

This role covers several shifts over 7 days a week between Mon - Fri 8:00am to 8:30pm & Sat - Sun 9:00am to 5:00pm. Salary £24,570 to £28,000, plus 2 x Life Assurance Cover with option to flex upwards.

Benefits:

• 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
• Retail discounts
• 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