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For Companies At a Glance
- Tasks: Provide expert technical support and resolve customer issues with innovative solutions.
- Company: Join a B Corp certified company committed to responsible business practices.
- Benefits: Enjoy flexible working, generous leave, and continuous learning opportunities.
- Other info: Dynamic team environment with excellent career growth and recognition awards.
- Why this job: Make a real impact while helping customers feel confident in their tech.
- Qualifications: Customer-focused with strong communication and problem-solving skills.
Overview
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.
Responsibilities
- 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
- 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)
Qualifications
- 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, Disability Confident
About Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.
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
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Technical Support Advisor - Remote/Part time (30hours) employer: Zen Internet
Contact Detail:
Zen Internet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor - Remote/Part time (30hours)
✨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 their services like FTTP and VoIP. It’ll demonstrate your genuine interest and make you stand out!
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about diagnosing issues, try simulating customer scenarios with friends or family. The more comfortable you are with troubleshooting, the better you’ll perform in interviews.
✨Tip Number 3
Don’t just wait for job openings to pop up; network like a pro! Connect with current employees on LinkedIn or join relevant forums. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
When you find a role that excites you, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining our team!
We think you need these skills to ace Technical Support Advisor - Remote/Part time (30hours)
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical know-how in your application. We want to see how you can diagnose and resolve issues, so share any relevant experience with ADSL, FTTC, or VoIP products. The more specific you are, the better!
Be Personable: This isn't just about tech skills; we’re looking for someone who can connect with customers. Use your application to showcase your communication style and how you can explain complex concepts in a simple way. Let your personality shine through!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the responsibilities and qualities mentioned in the job description. Show us why you’re the perfect fit for our team.
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 shows you’re keen to join 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. Being able to discuss these technologies confidently will show that you're not just technically capable but also genuinely interested in the role.
✨Practice Problem-Solving Scenarios
Since this isn't a scripted role, think about common technical issues customers might face and how you would resolve them. Practising these scenarios can help you articulate your thought process during the interview.
✨Showcase Your Customer Focus
Prepare examples that highlight your customer service skills. Think of times when you've gone above and beyond to help a customer or resolved a tricky situation. This will demonstrate your commitment to outstanding service.
✨Emphasise Continuous Learning
As a company that values growth, be ready to discuss how you keep up with new technologies and processes. Share any relevant courses or certifications you've pursued, and express your enthusiasm for ongoing development.