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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 in a leading tech company focused on customer satisfaction.
- 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 employer: Firstcom Europe
Contact Detail:
Firstcom Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor
✨Tip Number 1
Get to know the company inside out! Research our products and services, especially those mentioned in the job description. This will help you speak confidently about how your skills align with what we do.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves diagnosing and resolving issues, try simulating common technical problems and think through how you'd solve them. This will prepare you for any scenario during the interview.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise when discussing your experiences. Remember, we value effective communication, so practice explaining complex concepts in simple terms.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Advisor
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 your background aligns with the role, so don’t be shy about mentioning relevant projects or systems you've worked with!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about technical support and how you can contribute to our team. Keep it friendly and professional, and don’t forget to mention any specific experiences that relate to our hosted systems.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your excellent communication skills. Whether it’s through your writing style or examples of past customer interactions, we want to see that you can keep customers informed and satisfied.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to upload your CV and cover letter in one go. Plus, it shows us you’re keen on joining the StudySmarter family!
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 helped a customer or improved a process, as this will demonstrate your troubleshooting abilities.
✨Communicate Clearly and Confidently
Since the role involves a lot of customer interaction, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family to get comfortable explaining technical concepts in simple terms.
✨Be Ready to Discuss SLAs
Understand what service level agreements (SLAs) are and why they matter in a technical support role. Be prepared to talk about how you would ensure adherence to SLAs and maintain customer satisfaction, as this is crucial for the position.