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For Companies At a Glance
- Tasks: Provide top-notch customer service by handling queries via calls, emails, and chats.
- Company: Join Focus Group, a leading UK tech provider empowering over 30,000 businesses since 2003.
- Benefits: Enjoy 24 days holiday, paid volunteering days, referral rewards, and fun social events.
- Why this job: Be part of a dynamic team, improve your skills, and make a real impact in tech.
- Qualifications: Some customer service or technical support experience; passion and potential are key!
- Other info: Diversity is celebrated here; we support you with any adjustments needed during the application.
The predicted salary is between 20000 - 30000 £ per year.
Overview
We’re Hiring – Technical Support Advisor 1st Line
Salary – Up to £28,000
Location – Shoreham by Sea
Benefits
- Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Give Back: Enjoy paid volunteering days to support causes you care about.
- Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
- Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
About Us
Established in 2003, Focus Group is one of the UK\’s fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose
In this role, you\\\’ll provide a first-class customer service to Focus Group customers through handling of first line service queries, as part of our Managed Services team.
Key Responsibilities
- Responsible for handling incoming queries by receiving 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.
Skills & Experience
- Some experience in customer service or technical support roles.
- 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.
- An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
- 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.
- Accurate numeracy, written and data entry skills.
- Detail oriented and proficient in in maintaining clear and accurate task and customer data.
Nice to have
- Certification such as CompTIA A+.
Don\\\’t worry if you don\\\’t meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.
At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly – we’re here to help.
Ready to make a real impact? Apply now!
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Technical Support Advisor 1st Line employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor 1st Line
✨Tip Number 1
Familiarise yourself with common technical issues and solutions related to customer service. This will help you respond confidently during the interview and demonstrate your problem-solving skills.
✨Tip Number 2
Practice your communication skills, especially your telephone manner. Since this role involves a lot of customer interaction, being able to convey information clearly and calmly is crucial.
✨Tip Number 3
Research Focus Group and understand their services and values. Showing that you align with their mission and culture can set you apart from other candidates.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully handled customer queries or technical issues. This will help you illustrate your capabilities and fit for the role during the interview.
We think you need these skills to ace Technical Support Advisor 1st Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or technical support. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technology. Mention specific examples of how you've handled difficult situations and provided excellent support in the past.
Showcase Your Communication Skills: Since the role requires clear communication, ensure your application is well-written and free of errors. Use concise language and structure your thoughts logically to reflect your ability to articulate information effectively.
Highlight Adaptability and Problem-Solving: In your application, provide examples of how you've adapted to changing processes or solved problems in previous roles. This will demonstrate your ability to thrive in a dynamic environment like Focus Group.
How to prepare for a job interview at Focus Group
✨Research the Company
Before your interview, take some time to learn about Focus Group. Understand their services, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Common Questions
Anticipate questions related to customer service and technical support. Be ready to discuss your previous experiences, how you handle difficult situations, and your approach to problem-solving. Practising your responses can help you feel more confident.
✨Showcase Your Communication Skills
As a Technical Support Advisor, clear communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and adjust your language based on the audience. This will highlight your suitability for the role.
✨Ask Insightful Questions
At the end of the interview, be prepared to ask questions that show your interest in the role and the company. Inquire about team dynamics, training opportunities, or how success is measured in the position. This shows you're thinking long-term.