Customer & Technical Advisor in Cheadle

Customer & Technical Advisor Permanent 4 /4 shift pattern (other work patterns are available) We’re recruiting on behalf of a growing, forward-thinking Internet Service Provider who are looking to bring in a Technology Specialist to join their close-knit team. This is a hands-on, varied role providing support to customers along every step of their customer journey from sales to technical support, as well as general customer-facing and non-customer-facing administration to aid order progression and service delivery, making it ideal for someone who enjoys being the go-to person in a small team environment. You’ll be supporting customers and field engineers across multiple channels, including telephone, live chat and email whist also helping keep the office running smoothly day-to-day. Job overview You’ll be responsible for providing support to customers placing an order for services, extensive technical support and general operational support across the business, including: Sales and Order Support * Understand and explain varying service provisions, installation types, and product offerings clearly and accurately. * Support customers through the ordering process, ensuring expectations are set correctly around lead times, installation requirements, and service capabilities. * Liaise with internal teams and suppliers to ensure orders progress smoothly from sale to activation. * Identify customer needs and recommend appropriate products or solutions without a hard-sell approach. Technical Support * Troubleshooting & Diagnostics: Identify, analyse, and resolve internet connectivity issues, including slow speeds, intermittent connections, and full service outages. * Equipment Support: Guide customers through the setup, configuration, and maintenance of routers, modems, Wi‑Fi extenders, and related equipment, including firmware updates and security settings. * Network Assistance: Provide clear, step‑by‑step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security. * Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians. * Customer Communication: Communicate clearly, patiently, and empathetically with customers of all technical abilities, keeping them informed throughout fault resolution. * Documentation: Maintain accurate records of customer interactions, diagnostics, actions taken, and outcomes within CRM and ticketing systems. * Service Education: Proactively advise customers on best practices to prevent future issues and maximise their service experience. Office & Team Support * Support general office and administrative operations. * Assist colleagues across departments as required. * Contribute to maintaining efficient, well-organised day-to-day business operations. * Act as a flexible and reliable team member within a small, collaborative environment. Desirable skills and experience: * Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi‑Fi technologies. * Strong analytical and problem-solving skills with a structured approach to troubleshooting. * Excellent verbal and written communication skills, with the ability to explain technical concepts in plain language. * Ability to work calmly under pressure, manage multiple cases simultaneously, and meet service‑level expectations. * Familiarity with ISP environments, remote diagnostic tools, and CRM/ticketing systems is advantageous. * Previous experience in a technical support, service desk, or ISP-related role is desirable, though strong technical aptitude and willingness to learn are equally valued