At a Glance
- Tasks: Be the go-to person for customers, solving tech issues and ensuring a top-notch experience.
- Company: Join KCOM, a diverse and inclusive company that values your potential.
- Benefits: Enjoy 28 days holiday, a great pension scheme, and health perks.
- Other info: Flexible working options and opportunities for personal growth await you.
- Why this job: Make a real difference by improving customer experiences with your tech skills.
- Qualifications: Experience in technical support and strong troubleshooting skills are a must.
The predicted salary is between 27000 - 27000 € per year.
Salary – Up to £27,000 per annum (dependent on experience)
Location – Carr Lane, Hull, minimum 2 days in the office
Advert Closing Date – 14th May 2026
Responsibilities
- Act as a primary point of contact for internal and external customers, delivering an exceptional customer experience.
- Own and manage customer faults end‑to‑end, ensuring timely resolution in line with SLA commitments and managing customer expectations throughout.
- Perform 2nd line technical diagnostics to identify, resolve, or implement effective workaround solutions, with occasional coordination of 1st line support activities.
- Accurately manage and update cases within fault management and ITSM systems, ensuring detailed records of customer interactions, diagnostics and resolution plans.
- Raise, manage and progress escalations internally and externally, ensuring timely updates and successful outcomes for all stakeholders.
- Work collaboratively with internal teams, engineers and third‑party service partners to resolve complex faults and service issues.
- Support proactive fault analysis and performance reporting, contributing to continuous improvement against KPIs and fault rate targets.
- Provide technical expertise and guidance on KCOM products, networks and services to colleagues, engineers and customers.
- Assist with change management processes, including communicating proactive and retrospective changes to customers and stakeholders.
- Monitor and manage cases assigned to third‑party providers, ensuring progress and resolution within agreed timescales.
- Document technical resolutions, processes and best practices to support knowledge sharing and service improvement.
- Provide network performance statistics and reports to internal teams and customers as required.
- Contribute feedback on systems, services and procedures to ensure they remain effective and fit for purpose.
Qualifications
- Proven experience in a technical support, service repair or network operations environment.
- Strong technical troubleshooting and diagnostic skills, ideally within telecommunications or network services.
- Experience managing cases end‑to‑end and working to SLA‑driven environments.
- Excellent communication skills with the ability to handle difficult customer conversations confidently and professionally.
- Strong organisational skills with attention to detail, particularly in case documentation and system updates.
- Ability to work collaboratively across multiple teams and with third‑party service providers.
- A customer‑focused mindset with a passion for improving service and customer experience.
- Confidence in analysing data, identifying root causes and contributing to continuous improvement initiatives.
- Willingness to continuously develop technical knowledge and stay up to date with products and services.
Benefits
- 28 days holidays plus bank holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance and Income Protection
- Corporate Discount schemes
- Support for hybrid and remote working
- A variety of health, wellbeing and lifestyle benefits to choose from
Equal Opportunity Employer
We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential. We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and career advice. No agency applications will be accepted at this time.
Business Technical Support Engineer employer: KCOM
KCOM is an exceptional employer located in Hull, offering a vibrant work culture that prioritises inclusivity and employee growth. With a strong focus on customer experience, employees benefit from comprehensive training, generous holiday allowances, and a robust pension scheme, all while enjoying the flexibility of hybrid working arrangements. Join us to be part of a team that values your contributions and supports your professional development in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Business Technical Support Engineer
✨Tip Number 1
Get your networking game on! Reach out to current employees at KCOM or in similar roles. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big match day. Research common technical support scenarios and practice your responses. Show them you can handle tricky customer conversations with ease!
✨Tip Number 3
Don’t just focus on your technical skills; highlight your customer service experience too. They want someone who can manage expectations and deliver an exceptional experience, so share your success stories!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll be part of a community that values inclusivity and continuous improvement—just like we do at StudySmarter.
We think you need these skills to ace Business Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Business Technical Support Engineer role. Highlight your technical troubleshooting skills and any experience you have in managing cases end-to-end. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer support and how you can contribute to our team. Be sure to mention any relevant experience in telecommunications or network services that makes you a great fit.
Showcase Your Communication Skills:Since this role involves handling customer conversations, it's crucial to demonstrate your excellent communication skills. In your application, give examples of how you've successfully managed difficult situations or provided exceptional customer service in the past.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to submit all the necessary documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at KCOM
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to telecommunications and network services. Be ready to discuss your troubleshooting experiences and how you've resolved complex issues in the past. This will show that you’re not just familiar with the theory but can apply it practically.
✨Customer Experience is Key
Since this role involves delivering exceptional customer service, think of examples where you've gone above and beyond for a customer. Prepare to share how you managed difficult conversations and turned them into positive outcomes. This will highlight your customer-focused mindset.
✨Get Organised
Demonstrate your organisational skills by being prepared with detailed examples of how you've managed cases end-to-end. Bring along any documentation or reports that showcase your attention to detail and ability to keep track of multiple tasks, especially in SLA-driven environments.
✨Collaborate and Communicate
This role requires working with various teams and third-party providers, so be ready to discuss your experience in collaborative environments. Share specific instances where effective communication led to successful resolutions. This will show that you can work well with others and contribute positively to team dynamics.
