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For Companies At a Glance
- Tasks: Provide real-time technical support via phone, email, and live chat.
- Company: Join SimpliSafe, a leading home security company protecting over 4 million customers.
- Benefits: Enjoy 36 days holiday, private medical cover, retail discounts, and more perks.
- Why this job: Be part of a customer-obsessed team making homes safer while developing your skills.
- Qualifications: Customer service experience is essential; technical support experience is a plus.
- Other info: Hybrid work model in Manchester with a vibrant team culture.
The predicted salary is between 23809 - 33431 £ per year.
Overview
Job Title: Technical Support Advisor
Location: Manchester (Hybrid)
Salary: £23,809.50 + benefits (including: 36 days holiday, private medical & dental cover, retail discounts, freebies and more…)
Working Hours: 37.5 Hours
About SimpliSafe
At SimpliSafe, we’re not just another home security company — we’re on a mission to make every home secure. Our award-winning smart security systems already protect over 4 million customers across the US and UK, and we’re just getting started.
Since launching in the UK in 2019, we’ve received top ratings from Trustpilot, glowing reviews from leading publications, and a sky-high Net Promoter Score of 72+. But it’s our people who make all the difference. Now, we’re looking for a motivated, customer-obsessed Customer Support Advisor to join our Manchester-based team and help take our service to the next level.
The Role
As a Technical Support Advisor, you’ll be at the heart of our customer journey – providing real-time support to our customers. You\\\’ll work across phones, emails, and live chat to provide technical support to our customers and and help people feel safe in their homes.
What You’ll Do
- Managing inbound and outbound call workflows in a timely manner
- Communicating with our customers via Phone, Email, Live Chat and Social Media
- Supporting our customers technical enquiries and offering solutions
- Identifying and assisting customer’s needs and requirements
- Troubleshooting issues with our customers
- Ensuring excellent call quality and working to achieve ‘first call resolution’ (FCR) on all calls
- Proactively contacting customers to ensure their satisfaction
What You’ll Need
- Experience in technical support is desirable
- Experience in customer service is essential
- Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life
- Must be able to prioritise effectively and work efficiently
- Strong phone contact handling skills and active listening
- Team player – must be able to follow instructions, accept and apply feedback
- Customer orientation and ability to adapt/respond to different characters.
- Adept in problem solving and skilled in troubleshooting
- Strong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency.
What Values You’ll Share
- Customer Obsessed – We understand our customers and aim to build long term relationships and trust.
- Aim High – We are always challenging ourselves and others to grow and improve.
- No Ego – We drive to succeed as a team and learn from our mistakes.
- One Team – We collaborate and win as a team.
- Lift As We Climb – We invest in developing others and ourselves.
- Lean & Nimble – We test, learn and improve.
What’s in it for you?
Working at Simplisafe, you’ll have access to:
- 36 Days holiday entitlement
- Enhanced pension
- Life assurance
- Private dental and healthcare
- Free eye test and contribution to glasses
- Employee Assistance Programme
- Access to retail discounts
- SimpliWell – Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
- Cycle to work scheme
- Team social events (annual summer and christmas parties, amongst other socials)
- Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc
Ready to Make an Impact?
If you’re passionate about customer service, love tech, and want to be part of something meaningful—we want to hear from you.
Job Types: Full-time, Permanent
Pay: From £23,809.50 per year
Benefits
- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Work from home
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Manchester M3
#J-18808-Ljbffr
Technical Support Advisor employer: SimpliSafe Ltd
Contact Detail:
SimpliSafe Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor
✨Tip Number 1
Familiarise yourself with SimpliSafe's products and services. Understanding their smart security systems will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Since you'll be dealing with customers over various channels, being able to explain complex issues in simple terms is crucial for success in this role.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved customer issues. This will highlight your capability to handle technical inquiries and reassure the hiring team of your skills.
✨Tip Number 4
Emphasise your customer-centric approach. SimpliSafe values customer obsession, so be ready to discuss how you've built rapport with customers and ensured their satisfaction in previous roles.
We think you need these skills to ace Technical Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of a Technical Support Advisor. Tailor your application to highlight relevant experience in technical support and customer service.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles in technical support or customer service. Use specific examples to demonstrate your problem-solving skills and ability to communicate effectively with customers.
Showcase Your Skills: Make sure to mention key skills that align with the job, such as active listening, troubleshooting, and the ability to work under pressure. Provide examples of how you've successfully handled customer inquiries in the past.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for customer service and technology. Explain why you want to work at SimpliSafe and how you can contribute to their mission of making homes secure.
How to prepare for a job interview at SimpliSafe Ltd
✨Show Your Customer Service Skills
As a Technical Support Advisor, your ability to connect with customers is crucial. Be prepared to share examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your communication skills and your knack for building rapport.
✨Demonstrate Technical Knowledge
While experience in technical support is desirable, showing a genuine interest in technology can set you apart. Brush up on common technical issues related to security systems and be ready to discuss how you would troubleshoot them.
✨Emphasise Problem-Solving Abilities
The role requires strong problem-solving skills. Prepare to discuss specific instances where you've identified a problem and implemented a solution effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Align with Company Values
SimpliSafe values customer obsession, teamwork, and continuous improvement. Familiarise yourself with these values and think about how your personal values align with them. Be ready to discuss how you embody these principles in your work.