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 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 £ per year.
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
- 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
Technical Support Advisor - Hybrid in Manchester employer: Zen Internet
At Zen, we pride ourselves on being an inclusive and supportive employer, where every individual is valued for their unique contributions. Our hybrid working model allows for flexibility, while our commitment to continuous learning and development ensures that you can grow your career in a nurturing environment. With a range of benefits including generous annual leave, private healthcare, and recognition awards, Zen is dedicated to creating a workplace where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor - Hybrid in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zen Internet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zen Internet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Advisor - Hybrid in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zen Internet:Your cover letter is your chance to shine! Tell us why you want to work at Zen Internet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zen Internet!
How to prepare for a job interview at Zen Internet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
