Technical Customer Advisor (Support & Sales) in Portsmouth

About the role

Thanks to an internal promotion, we have an exciting opportunity to join our Support Services team as our newest technical and presales champion. You'll be the first point of contact for a wide range of predominantly business customer queries; troubleshooting issues, answering technical questions, and guiding people towards the right hardware, software, and service solutions. You'll support customers across channels including live chat, phone, and email, making sure their journey is smooth and their experience is always top-notch. Clear, accurate system notes will come naturally to you, and you'll follow up when you say you will, helping us maintain the high levels of trust our customers expect from us. You'll also work closely with colleagues across Repairs, Purchasing, Engineering, and other operational teams to resolve issues quickly and keep everything moving efficiently.

What we need from you

To thrive in this role, you'll be someone who genuinely enjoys helping customers and feels confident communicating clearly and efficiently across all our channels. When things get busy, you'll stay calm, focused and keep delivering the same great service. Problem solving should be enjoyable and come naturally to you. You'll bring some experience in customer service or sales, whether that's from a call centre, retail, or any other relevant customer-focussed environment. You don't need to be a full tech expert yet, but you'll need hands-on experience with PC hardware and software, along with a willingness to keep building your knowledge as you go. You'll be proactive, organised, and someone who enjoys learning, whether that means exploring new products, keeping up with tech trends, or sharpening your customer service skills. Most importantly, you'll bring a positive, customer-focused attitude to our small and friendly team, and you'll enjoy working in a fast-paced environment.

A bit about the team:

You'll be joining a friendly, knowledgeable customer support team who genuinely enjoy what they do. They collaborate closely, working through problems together, chatting about the latest tech updates, and finding smarter ways to deliver a great customer experience. They also know how to have fun. Whether it's chatting about films and the best local food spots, or planning team socials, there's always something to get involved in. If you enjoy a varied role, love solving problems, and take pride in helping customers find the right tech solutions, you'll fit right in here.

What working at Novatech means for you:

There are heaps of other perks when working for us! For starters, we're a company that genuinely cares about its people, and you'll feel that from day one. To back that up, we're an accredited 'Great Place to Work', as voted by our amazing staff via the 'Great Place to Work' engagement survey. We embrace a non-corporate vibe and believe that when you can be your authentic self, you enjoy your work more and take greater pride in what you do. We respect the skills and experiences everyone brings to the business – and we'll support you with delivering the ideas and strategies you bring to the table to support our growth journey. We're all about your wellbeing and regularly organise team events, employee awards, and charity dos. We also care about the environment and have won awards for our efforts, which include being a net positive business (meaning we put more energy back into the grid than we use – which we are super proud of!). Work life balance is important to us. As we mentioned earlier, we offer hybrid working arrangements. We are really lucky, as we have good transport links to the office for when you come in, alongside free staff parking and a lockable bike shed for if you drive or ride.

Our benefits in a nutshell:

• 25 days holiday plus bank holidays (with the chance to buy additional days)
• Health plan scheme
• Upskilling apprenticeship training
• Cycle to work
• Employee Assistance Programme
• Staff discounts
• Social and wellbeing events
• Hybrid working (after training period)
• A great breakout room
• Kitchen and shower facilities

About us:

Gaming and retail are just a small part of what we do. Novatech actually work heavily in the B2B sector with some of the largest and most respected names in a range of industries. Whether it's supporting businesses with their remote workforce under our Direct2Desk ground-breaking service, transforming defence companies with life-saving training simulators or implementing practical IT systems for businesses to thrive, there's no end to the amount of fascinating and cutting-edge projects that we are involved in (some of which we can't tell you about, yet). Pretty cool, right? Get involved and help develop the future of our business…and yourself at the same time!