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- Tasks: Provide advanced technical support and resolve customer queries in a dynamic team.
- Company: Join Focus Group, a leading UK tech provider empowering over 30,000 businesses since 2003.
- Benefits: Enjoy a competitive salary, remote work, and a £4,000 annual shift allowance.
- Why this job: Be part of a fast-growing company that values diversity and offers impactful work.
- Qualifications: Experience in telecoms support, strong troubleshooting skills, and a passion for technology.
- Other info: Flexible shifts with a supportive training period; we celebrate your potential!
The predicted salary is between 24000 - 36000 £ per year.
Salary – Up to £30,000 (DOE) plus £4,000 annual shift allowance
Location: UK - fully remote
This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.
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 deliver exceptional service to Focus Group customers by addressing 2nd line service queries as a member of our Product Services team. You will offer advanced technical support and resolve issues for our customers.
Key Responsibilities:
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call targets.
- To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
- Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
- Configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- 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 3rd line, with sufficient SLA remaining.
Skills & Experience:
- Experience in a customer facing technical support role, supporting telecoms or connectivity.
- Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
- High level knowledge of broadband and leased line technology and confidence in router configuration.
- Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
- Good understanding of on-prem phone systems including a basic knowledge of configuration.
- Skilled in using technical expertise to solve customer issues.
- Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
- Experience of utilising ITIL methodology, regarding incident, change and request management.
- Solid understanding of ITSM/CSM Case (ticket) management systems.
- Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.
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!
Please note: during the initial 6 week training period, working hours will be Monday to Friday 9:00 AM to 5:30 PM. Following training, the role will transition to a 4x on/off shift pattern.
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor 2nd Line Telco (4 On/4 Off)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as broadband and leased line technology. Having a solid understanding of these areas will not only boost your confidence but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in network configurations and IP addressing. Being able to showcase your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Prepare for potential interview questions by thinking about past experiences where you successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Since this role involves working shifts, be ready to discuss your flexibility and how you manage work-life balance. Highlighting your adaptability to different schedules can show that you're a great fit for the team's needs.
We think you need these skills to ace Technical Support Advisor 2nd Line Telco (4 On/4 Off)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially in telecoms or connectivity. Include specific examples of how you've resolved customer issues and any relevant accreditations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention your understanding of the role's responsibilities and how your skills align with the company's needs.
Highlight Technical Skills: In your application, emphasise your technical skills such as network troubleshooting, router configuration, and familiarity with ITIL methodology. Be specific about your experience with cloud-based phone solutions and case management systems.
Show Enthusiasm for the Company: Research Focus Group and mention why you want to work there. Highlight their commitment to diversity and innovation, and express how you can contribute to their mission of empowering businesses through technology.
How to prepare for a job interview at Focus Group
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of broadband and leased line technology, as well as router configuration. Be prepared to discuss specific technical issues you've resolved in the past, especially those related to telecoms or connectivity.
✨Demonstrate Customer Service Skills
Since this role involves delivering exceptional service, think of examples where you've gone above and beyond for a customer. Highlight your ability to communicate technical solutions clearly and effectively, ensuring the customer feels informed throughout the process.
✨Familiarise Yourself with ITIL Methodology
Understanding ITIL principles is crucial for this position. Be ready to discuss how you've applied incident, change, and request management in previous roles, and how it can enhance the customer experience.
✨Prepare for Shift Work Discussion
As the role involves a 4 on/4 off shift pattern, be prepared to discuss your flexibility and willingness to work during weekends and public holidays. Show enthusiasm for the shift structure and how you plan to manage your work-life balance.
