At a Glance
- Tasks: Provide top-notch support to customers via phone, email, and live chat.
- Company: Join Focus Group, a fast-growing tech company with a vibrant culture.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for personal and professional development.
- Why this job: Make a real difference by helping customers solve their tech issues.
- Qualifications: Customer service experience and a passion for technology are essential.
The predicted salary is between 31500 - 38500 £ per year.
- Technical Support Adviser – 1st Line Telco
- Up to £25,500 (DOE)
Manchester OR Shoreham by Sea
(Internal Job Level – Associate)
Established in 2003, Focus Group is one of the UK's fastest-growing independent providers of essential business technology, delivering digital workplace solutions to more than 30,000 customers nationwide.
From our ambitious beginnings, we have grown to over 1,400 employees across 24 UK offices and recently achieved unicorn status following a $1bn valuation.
Role
We are seeking a customer-focused Technical Support Adviser to join our Product Services team, delivering first-class 1st line service to Focus Group customers.
You will handle incoming queries across phone, email, portal and live chat, providing clear, timely and accurate support from first contact.
Working closely with the wider Product Services team, you will take ownership of case management from diagnosis through to resolution, keeping customers informed every step of the way and ensuring cases are handled in line with agreed SLAs and demarcations.
This is a fast-paced, customer-facing role where accuracy, composure and a genuine drive to help customers make all the difference.
- Responsible for handling incoming queries received via phone calls, emails, portal, and live chats.
Responding to these within the agreed target time and meeting any agreed personal targets.
- To diagnose, log, action and follow through to resolution cases, including escalations, whilst keeping the customer informed of progress.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
- Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
- To adhere and contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
Requirements
- Experience in a customer service or support desk environment.
- Familiarity with ITSM/CSM Case (ticket) management systems.
- Customer service focused with an excellent telephone manner.
Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
- Understanding of broadband connectivity and basic router configuration.
- Foundational network troubleshooting skills.
- A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
- Data gathering and analytical skills — gather the right information from the customer, analyse the issue and take appropriate and timely action.
- Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
- #J-18808-Ljbffr
Technical Support Adviser 1st Line Telco in Manchester employer: Focus Group
Focus Group is an exceptional employer that prioritises employee growth and development within the dynamic field of cyber security. With a remote-first work culture, employees enjoy flexibility while being part of a supportive team that values innovation and collaboration. The company offers competitive salaries and a commitment to investing in its workforce, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Adviser 1st Line Telco in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Focus Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Focus Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Adviser 1st Line Telco in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Focus Group:Your cover letter is your chance to shine! Tell us why you want to work at Focus Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Focus Group!
How to prepare for a job interview at Focus Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
