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- 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 flexible working, competitive salary, 25+ days leave, and continuous learning opportunities.
- Other info: Dynamic role with opportunities for personal development and community involvement.
- Why this job: Make a real impact by helping customers and contributing to a supportive team environment.
- Qualifications: Technical knowledge of ADSL, FTTC, and VoIP; excellent communication and problem-solving skills.
The predicted salary is between 20500 - 24500 ÂŁ per year.
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We\’re interested in you as an individual and here you\’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don\’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. If you wish to find out more or discuss any details you\’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible. FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
This role covers several shifts over 7 days a week between Mon – Fri 8am to 8:30pm & Sat – Sun 9am to 5pm, please note the salary for this role £24,570 to £28,000.
About the Role:
We\’re looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. This isn\’t a scripted call centre role, it\’s a hands-on, problem-solving position where your curiosity and technical insight will make a real impact.
You\’ll be the first point of contact for our customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal? Resolve issues efficiently, educate customers on self-service tools, and ensure every interaction leaves them feeling confident in both the service and the support behind it.
As a B Corp certified company, we\’re committed to doing business responsibly by investing in our people, our community, and the planet. That means we\’re looking for someone who\’s not just technically capable, but eager to grow, learn, and contribute to a team that values integrity, empathy, and continuous development.
What You\’ll Be Doing:
- Providing expert support via phone and email
- Diagnosing and resolving technical issues without relying on scripts
- Handling both 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 meetings and department meetings
What You\’ll Bring:
Technical Skills:
- A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
- Previous work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environment
- Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
- Experience with fault management or ticket handling (desirable)
Personal Qualities:
- Highly customer-focused with a passion for delivering outstanding service
- Excellent communication skills; able to explain technical concepts clearly to all levels of users
- Strong questioning and diagnostic skills to uncover root causes
- Self-motivated and able to manage multiple tasks under pressure
- Enthusiastic adopter of new technologies, systems, and processes
- Empathetic and mindful of the customer impact behind every decision
- Calm, focused, and adaptable in a fast-changing environment
- Always eager to \”do the right thing\” for the customer
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
- Retail discounts
- 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
PandoLogic. Keywords: Technical Support Representative, Location: Rochdale, ENG – OL16 1DF
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 mission and values. 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 showcase your unique experiences and perspectives in your application. Remember, we value individuality and want to see how you can contribute to our diverse team.
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Advisor role. Highlight your relevant technical skills and experiences that align with what we’re looking for. This shows us you’ve done your homework and are genuinely interested!
Show Your Problem-Solving Skills: Since this isn’t a scripted role, we’re keen to see how you approach problem-solving. Share examples of how you’ve tackled technical issues in the past and how you’ve helped customers feel confident in your support.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
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 let your experience shine!
✨Emphasise Customer Focus
Zen values outstanding customer service, so be ready to talk about how you've gone above and beyond for customers in previous roles. Share stories that highlight your empathy and ability to communicate complex technical concepts clearly to users of all levels.
✨Be Open About Your Preferences
Since Zen encourages open discussions about flexible working and reasonable adjustments, don’t hesitate to express your preferences during the interview. This shows that you’re proactive and comfortable communicating your needs, which aligns with their inclusive culture.