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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues with cutting-edge technology.
- Company: Join a dynamic team focused on customer satisfaction and operational efficiency.
- Benefits: Starting salary of £27,000, plus opportunities for growth and development.
- Other info: Fast-paced environment with opportunities to learn and grow your career.
- Why this job: Make a real difference by helping customers and enhancing their experience with our services.
- Qualifications: Experience in technical support, strong problem-solving skills, and excellent communication.
The predicted salary is between 27000 - 27000 £ per year.
Location: Office-Based
Reports To: Engineering Manager
Salary: starting from £27,000 per year depending on experience
Role Overview
The Technical Support Advisor is responsible for delivering high-quality technical support across systems, hosted services, and network infrastructure. The role focuses on logging, diagnosing, and resolving customer issues remotely where possible, while ensuring clear communication and adherence to defined service level agreements (SLAs). We maintain a range of hosted systems including Universe, Gamma, HV Select, Wildix, 3CX, 8x8 & Bicom.
This position plays a key role in maintaining customer satisfaction, supporting field engineers, and ensuring operational efficiency across support processes.
Key Responsibilities
- Log, track, and manage all customer-reported faults via the CRM system, ensuring accuracy and completeness
- Provide first-line and second-line technical support to customers via phone, email, and remote access tools
- Diagnose and resolve system, network, and hosted service issues remotely wherever possible
- Access and maintain customer systems remotely for troubleshooting and maintenance purposes
- Maintain consistent and proactive communication with customers, providing regular updates on fault status and resolution progress
- Collaborate with internal departments to ensure efficient fault resolution and information sharing
- Liaise with third-party suppliers and vendors to escalate and resolve technical issues when required
- Verify customer maintenance contracts and account status before scheduling engineer visits
- Coordinate and manage field engineer schedules, including booking and organising site visits
- Ensure all fault-related activities are accurately recorded and updated within the engineering system/app
- Order necessary equipment for fault resolution and maintain accurate records of parts and usage
- Manage the return of faulty equipment to suppliers in line with company procedures
- Maintain accurate and up-to-date records across CRM systems and internal tracking tools (e.g. faults board)
- Prepare and deliver regular reports (weekly/monthly) and ad hoc updates as required
- Maintain a strong working knowledge of company products, services, and supported technologies
- Identify process improvement opportunities and contribute to continuous service enhancement
- Build and maintain effective working relationships across departments
- Adhere to company Health & Safety policies and procedures at all times
- Maintain a clean, organised, and professional working environment
Skills & Experience
Essential:
- Previous experience in a technical support or helpdesk environment
- Strong troubleshooting and problem-solving skills
- Experience using CRM or ticketing systems
- Good understanding of hosted systems, VoIP, or network infrastructure and remote support tools
- Excellent communication and customer service skills
- Ability to prioritise workload and manage multiple tasks effectively
Desirable:
- Experience with hosted systems, VoIP, or network infrastructure
- Familiarity with SLA-driven environments
- Knowledge of engineering coordination or field service operations
Key Competencies
- Customer-focused with a proactive approach
- Strong attention to detail and organisational skills
- Effective team player with the ability to work independently
- Clear and confident communicator
- Adaptable and able to work in a fast-paced environment
Technical Support Advisor in Bolton employer: Firstcom Europe
Contact Detail:
Firstcom Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor in Bolton
✨Tip Number 1
Get to know the company inside out! Research their products, services, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since the role is all about diagnosing and resolving issues, brush up on common technical problems and how to solve them. This will give you the confidence to tackle questions during your interview.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Technical Support Advisor in Bolton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in technical support and showcases your troubleshooting skills. We want to see how you've tackled similar challenges before, so don’t hold back!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Technical Support Advisor role. Share specific examples of how you've provided excellent customer service and resolved issues.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Whether it's through your writing style or the way you present your experiences, we want to see that you can communicate effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Firstcom Europe
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of hosted systems, VoIP, and network infrastructure. Familiarise yourself with the specific technologies mentioned in the job description, like Universe and 3CX, so you can confidently discuss them during the interview.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of how you've diagnosed and resolved technical issues in the past. Think of specific scenarios where you successfully managed customer faults and how you communicated updates to them. This will demonstrate your troubleshooting prowess.
✨Practice Your Communication
Since this role requires excellent communication skills, practice explaining complex technical concepts in simple terms. You might be asked to role-play a customer interaction, so being clear and confident is key to showcasing your customer service abilities.
✨Be Ready for Teamwork Questions
Expect questions about how you collaborate with others, especially when liaising with internal departments or third-party suppliers. Have examples ready that highlight your ability to work effectively in a team while also managing your own tasks independently.