At a Glance
- Tasks: Be the go-to person for customers, solving tech issues with your own judgement.
- Company: Join a B Corp certified company that values integrity and community.
- Benefits: Enjoy 25-30 days annual leave, private healthcare, and flexible working options.
- Other info: Inclusive workplace where your individuality is celebrated and supported.
- Why this job: Make a real impact while growing your skills in a supportive environment.
- Qualifications: Tech-savvy with experience in broadband and telephony products.
The predicted salary is between 25000 - 30000 £ per year.
Most call centre roles hand you a script. This one doesn't. We’re looking for a Technical Support Advisor who thrives on thinking for themselves. You’ll be the first point of contact for our residential customers, supporting a range of connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. You’ll be trusted to diagnose and resolve issues using your own judgement, backed by a range of self‑service tools. This is a structured, scheduled role based in our contact centre, and we’ll set you up for success with a comprehensive 4‑week training programme.
What You’ll Be Doing
- Being the first point of contact for residential customers via phone and email
- Diagnosing and resolving technical issues without relying on scripts
- Guiding customers through self‑service tools and explaining their benefits clearly
- Managing queries from first contact through to resolution, with care and urgency
- Spotting patterns and contributing ideas that improve the service for everyone
What You’ll Bring
- Technical skills: A solid understanding of broadband and telephony products: ADSL, FTTC, FTTP, PSTN, and VoIP
- Familiarity with internet technologies including DNS, HTTP, and IPv4/IPv6
- Previous work experience within the ISP Industry, or a comparable Technical Support environment
- Experience with fault management or ticketing systems is desirable
- Strong questioning and diagnostic skills. You get to root causes, not just symptoms
- The ability to explain technical concepts clearly to customers of all abilities
- Comfortable making judgement calls in the customer’s interest when situations aren’t black and white
- Self‑motivated and calm under pressure, able to juggle multiple queries without dropping the ball
- Curious about technology and eager to keep learning as products, tools and processes evolve
- Empathetic. You understand there’s always a real person behind every ticket
Why Join Us
As a B Corp certified company, we’re committed to doing business responsibly by investing in our people, our community, and the planet. You’ll join a team that genuinely values integrity, empathy, and development, with a clear pathway to grow your skills and progress your career from day one. We’re building an inclusive work environment. At Zen, your individuality matters. Your gender, race, ethnicity, disability, sexuality, neurodiversity, background, and everything else that makes you who you are, we value it all. We want you to feel seen, respected, and supported from the very start of your journey with us.
Benefits
- 2 x Life Assurance Cover, with option to flex upwards
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan
- An extra day off for your birthday
- Car salary sacrifice scheme
- Continuous learning and development
- Discounted Mobile plans
- Flexible and Hybrid working
- Free onsite parking
- Internal coaching and mentoring opportunities
- Onsite Contemplation and Prayer room
- Onsite Electric Car Charging points
- Optional flexible critical illness cover
- People-friendly policies
- Recognition awards where we celebrate the most awesome people
- Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
- Six monthly salary reviews
- Subsidised Nursery fees
- Subsidised Onsite Restaurant
- Superfast Free Reliable Broadband
- Travel Loan and Ride2Work Schemes
- Two days’ paid leave per year for voluntary work
Technical Support Advisor in Castleton employer: Zen Internet Ltd
At Zen, we pride ourselves on being an exceptional employer, offering a dynamic work environment where your individuality is celebrated and your professional growth is prioritised. As a B Corp certified company, we are committed to responsible business practices, providing comprehensive benefits including generous annual leave, private healthcare, and continuous learning opportunities, all while fostering a culture of integrity and empathy. Join us in our inclusive contact centre, where you will have the autonomy to solve technical challenges and make a real impact on our customers' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor in Castleton
✨Tip Number 1
Get to know the company and its products inside out. When you’re chatting with potential employers, show off your knowledge about FTTP, FTTC, and all those techy terms. It’ll make you stand out as someone who’s genuinely interested and ready to dive in!
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues and how you’d tackle them without a script. This role is all about using your judgement, so being able to demonstrate that in interviews will really impress.
✨Tip Number 3
Don’t forget to showcase your empathy! Remember, behind every ticket is a real person. Share examples of how you’ve helped customers in the past, especially when things got tricky. It shows you care and can handle pressure.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining our team. Let’s get you started on this exciting journey together!
We think you need these skills to ace Technical Support Advisor in Castleton
Some tips for your application 🫡
Show Your Personality:We want to see the real you! Don’t just stick to the basics; let your personality shine through in your application. Share your passion for technology and how you approach problem-solving, as this role is all about thinking on your feet.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience with broadband and telephony products. Mention any specific tools or systems you've used before, as this will show us you're ready to hit the ground running.
Be Clear and Concise:When explaining your skills and experiences, keep it straightforward. We appreciate clarity, especially when it comes to technical concepts. Remember, you’ll be helping customers who may not be tech-savvy, so demonstrate your ability to communicate effectively.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Zen Internet Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of broadband and telephony products like ADSL, FTTC, and VoIP. Being able to confidently discuss these technologies will show that you're not just familiar with the terms but can also apply them in real-world scenarios.
✨Practice Problem-Solving on the Fly
Since this role requires you to think independently, practice diagnosing and resolving technical issues without a script. You could set up mock scenarios with friends or family where they present you with common tech problems, and you work through solutions together.
✨Communicate Clearly and Empathetically
During the interview, focus on how you explain complex concepts in simple terms. Show that you can adapt your communication style to suit different customers, ensuring they feel understood and supported throughout their experience.
✨Show Your Curiosity and Willingness to Learn
Demonstrate your eagerness to keep up with evolving technology. Share examples of how you've pursued learning opportunities in the past, whether through courses, self-study, or hands-on experience. This will highlight your proactive attitude and fit with the company's values.
