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For Companies At a Glance
- Tasks: Provide expert technical support and resolve customer issues with home connectivity products.
- Company: Join Zen, a B Corp certified company that values diversity and individual growth.
- Benefits: Enjoy 25-30 days annual leave, private healthcare, and flexible working options.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Technical knowledge of ADSL, FTTC, and VoIP; excellent communication skills required.
- Other info: Opportunities for continuous learning and career development in a dynamic team.
The predicted salary is between 20500 - 24000 £ per year.
Technical Support Advisor – Hybrid – Zen Internet
Join our Consumer Support team as a thoughtful and resourceful Technical Support Advisor. This is a hands‑on, problem‑solving role where your curiosity and technical insight make a real impact.
About the Role
You will be the first point of contact for customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal is to resolve issues efficiently, educate customers on self‑service tools, and ensure every interaction leaves them confident in the service and the support behind it.
Shift & Salary
The role covers several shifts over 7 days a week: Mon‑Fri 8:00 am‑8:30 pm ; Sat‑Sun 9:00 am‑5:00 pm. Salary £24,570 – £28,000.
What You\’ll Be Doing
- Providing expert support via phone and email
- Diagnosing and resolving technical issues without relying on scripts
- Handling 1st‑ and 2nd‑line support queries from start to resolution
- Guiding customers through self‑service tools and promoting their benefits
- Prioritising and managing queries with attention, care and urgency
- Contributing ideas for service improvements and team development
- Participating in team and department meetings
What You\’ll Bring
- Solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
- Previous work experience within the ISP industry, IT helpdesk or comparable technical support environment
- Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
- Experience with fault management or ticket handling (desirable)
Benefits
- 25 days annual leave, increasing to 30 days with length of service; option to purchase up to 5 more days
- Private medical healthcare and healthcare cash plan
- Car salary sacrifice scheme
- Discounted mobile plans
- Flexible and hybrid working
- Free on‑site parking
- Continuous learning and development opportunities
- Optional flexible critical illness cover
- People‑friendly policies, recognition awards, and salary reviews every six months
- Superfast free reliable broadband as part of the package
- Travel loan and Ride2Work schemes
- Two days paid leave per year for voluntary work
Diversity & Inclusion
At Zen, your individuality matters. We value all aspects that make you who you are – gender, race, ethnicity, disability, sexuality, neurodiversity, background, etc. We want you to feel seen, respected, and supported from day one.
We are committed to doing business responsibly: investing in our people, community and planet, and building strong, inclusive communities. If you need part‑time or flexible arrangements or reasonable adjustments, let us know during the recruitment process.
Contact: call 01706 902 275.
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Technical Support Advisor - Hybrid employer: Zen Internet
Contact Detail:
Zen Internet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor - Hybrid
✨Tip Number 1
Get to know the company culture! Zen values individuality and diversity, so do a bit of research on their values and mission. This will help you connect with them during your interview and show that you're genuinely interested.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about hands-on support, think of some common technical issues and how you'd resolve them. Being able to demonstrate your thought process can really impress the interviewers.
✨Tip Number 3
Don’t shy away from asking questions! When you get the chance, ask about the team dynamics or how they handle customer feedback. It shows you're engaged and keen to be part of their community.
✨Tip Number 4
Apply through our website! We want to see your application directly, and it gives you a better chance to stand out. Plus, it’s super easy to do, so why not?
We think you need these skills to ace Technical Support Advisor - Hybrid
Some tips for your application 🫡
Be Yourself: We want to know the real you! Don’t be afraid to share your unique experiences and perspectives in your application. Remember, we value diversity and individuality, so let your personality shine through.
Show Your Technical Skills: Make sure to highlight your technical expertise, especially with ADSL, FTTC, and VoIP products. We’re looking for someone who can diagnose issues and provide solutions, so give us examples of how you've done this in the past.
Communicate Clearly: Your communication skills are key! When writing your application, aim for clarity and conciseness. We want to see how well you can explain complex concepts in a way that anyone can understand.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Zen Internet
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of ADSL, FTTC, FTTP, PSTN, and VoIP products. Be ready to discuss how these technologies work and how you've used them in previous roles. This will show that you're not just technically capable but also genuinely interested in the field.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've diagnosed and resolved technical issues in the past. Think about times when you had to think on your feet or adapt quickly to a changing situation. This role is all about hands-on problem-solving, so highlight your resourcefulness!
✨Emphasise Customer Focus
Zen values outstanding customer service, so be ready to talk about your approach to customer interactions. Share stories that demonstrate your empathy and ability to communicate complex technical concepts clearly. Remember, it's all about making customers feel confident and supported.
✨Be Open About Your Preferences
Since Zen encourages discussions about flexible working and reasonable adjustments, don’t hesitate to bring up your own preferences during the interview. This shows that you’re proactive and comfortable communicating your needs, which aligns with their inclusive culture.
