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 helping customers and improving services every day.
- Qualifications: Experience in technical support and strong troubleshooting skills are essential.
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 in Kingston upon Hull 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 supportive environment that encourages continuous development. The company also provides a range of health and wellbeing benefits, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Business Technical Support Engineer in Kingston upon Hull
✨Tip Number 1
Get to know the company inside out! Research KCOM's products, services, and values. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to technical support and customer service. Role-play with a friend or use online resources to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and even referrals that might just land you the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Business Technical Support Engineer in Kingston upon Hull
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.
Show Off Your Communication Skills:Since this role involves handling customer conversations, make sure your application reflects your excellent communication skills. Whether it's through your CV or cover letter, we want to see that you can convey complex information clearly and professionally.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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 prepared to discuss specific troubleshooting scenarios and how you've resolved them in the past. This will show that you have the hands-on experience they’re looking for.
✨Customer Experience is Key
Since this role focuses heavily on delivering exceptional customer service, think of examples where you've gone above and beyond for a customer. Be ready to explain how you manage difficult conversations and keep customers informed throughout the resolution process.
✨Get Familiar with SLAs
Understand what Service Level Agreements (SLAs) are and how they impact your work. Be prepared to discuss how you’ve managed cases within SLA-driven environments before, and how you ensure timely updates and resolutions for all stakeholders involved.
✨Collaboration is Crucial
This role requires working closely with various teams and third-party providers. Think of examples where you successfully collaborated with others to resolve complex issues. Highlight your communication skills and how you keep everyone in the loop during the process.
