Technical Support Advisor

3 months ago

Rochdale, United Kingdom Zen Full time

**We’re building an inclusive work environment**

Here at Zen your gender, race, ethnicity, neurodiversity, 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.

**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.

**The Role**

The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.

The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.

This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.

**Key Responsibilities**
- Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics
- Take ownership of customer issues following through until resolution
- Take internal escalations and track/raise escalations to 2nd and 3rd Line teams
- Educate Consumer customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools
- Provide input and feedback to deliver continual improvement and assist your team in implementing changes
- Attend meetings and projects as determined by the business
- Other reasonable duties and projects as defined by your line manager
- Understanding and experience of ADSL, FTTC, FTTP(H), VoIP and PSTN product portfolios
- Trouble shooting skill and experience
- Previous experience is preferred in this range of technologies and products: XDSL, PSTN, FTTP, SOGEA, VoIP and WLR3
- Previous experience of Fault Management or ticket handling is desirable
- Highly customer focussed & able to add value to our award-winning customer service standards
- Excellent communication skills, able to articulate technical information to a variety of end user abilities
- Good questioning techniques to identify the root cause of issues
- Proven experience in a Customer Service, Technical Support, or similar role
- Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines
- Be a keen adopter of new technologies, processes, and systems
- Have empathy for the impact of decisions made upon the customer
- Ability to remain calm and focused in an ever-changing environment
- Always eager to “do the right thing” for the customer
- Proven track record of taking responsibility and ownership for getting things done

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified

  • Technical Support Advisor

    3 months ago

    Rochdale, United Kingdom Zen Full time

    **We’re building an inclusive work environment** Here at Zen your gender, race, ethnicity, neurodiversity, 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...

  • Service Advisor

    2 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Service Advisor/Service Receptionist** **Salary - £29,250 basic (OTE £33,000)** **Location - Rochdale** Richard Abson Group are helping a prestige car dealership in Manchester, to find them a quality Service Advisor / Service Receptionist. The business is a well-known and reputable dealer group in the area, working with several brands. They’re...

  • Service Advisor

    3 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Service Advisor/Service Receptionist** **Salary - £28,500 basic (OTE £32,000 - £35,000)** **Location - Rochdale** Richard Abson Group are helping a prestige car dealership in Manchester, to find them a quality Service Advisor / Service Receptionist. The business is a well-known and reputable dealer group in the area, working with several...

  • Service Advisor

    3 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Service Advisor/Service Receptionist** **Salary - £28,500 basic (OTE £32,000 - £35,000)** **Location - Rochdale** Richard Abson Group are helping a prestige car dealership in Manchester, to find them a quality Service Advisor / Service Receptionist. The business is a well-known and reputable dealer group in the area, working with several...

  • Technical Support Advisor

    4 weeks ago

    Rochdale, United Kingdom Zen Internet Full time

    The Vacancy We’re building an inclusive work environment Here at Zen your gender, race, ethnicity, neurodiversity, 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...

  • Evhc Service Advisor

    3 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Service Advisor/EVHC upsell specialist** **Salary - £28,500 basic (OTE £32,000 - £35,000)** **Location - Rochdale** Richard Abson Group are helping a prestige car dealership in Rochdale, Manchester, to find them a quality Service Advisor / EVHC Specialist This is an amazing opportunity to work with a hugely successful, prestige brand and...

  • HR Advisor

    1 month ago

    Rochdale, United Kingdom Recruitment Solutions (NW) Ltd Full time

    Our client, a reputable Healthcare Company, is looking for a HR Advisor to join their ever-growing business, to provide end to end HR support to their busy HR Team. Benefits include: * Free on-site parking * 25 Days annual leave plus bank holidays * Company Pension * Close motorway Links Responsibilities as HR Advisor include but are not...

  • Hr Advisor

    2 weeks ago

    Rochdale, United Kingdom Recruitment Solutions (NW) Ltd Full time

    Our client, based in Rochdale, are looking for a HR Advisor to join their ever-growing business, to provide end to end HR support to their busy HR Team.Benefits include: * Free on-site parking * 25 Days annual leave plus bank holidays * Company Pension * Close motorway LinksResponsibilities as HR Advisor include but are not limited to: * Support the HR Team...

  • Evhc Service Advisor

    3 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Service Advisor/EVHC upsell specialist** **Salary - £28,500 basic (OTE £32,000 - £35,000)** **Location - Rochdale** Richard Abson Group are helping a prestige car dealership in Rochdale, Manchester, to find them a quality Service Advisor / EVHC Specialist This is an amazing opportunity to work with a hugely successful, prestige brand and...

  • HR Advisor

    2 weeks ago

    Rochdale, United Kingdom Recruitment Solutions (NW) Ltd Full time

    Our client, a reputable Healthcare Company, is looking for a HR Advisor to join their ever-growing business, to provide end to end HR support to their busy HR Team.Benefits include: * Free on-site parking * 25 Days annual leave plus bank holidays * Company Pension * Close motorway LinksResponsibilities as HR Advisor include but are not limited to: * Support...

  • HR Advisor

    2 days ago

    Rochdale, United Kingdom Recruitment Solutions (North West) Ltd Full time

    Our client, based in Rochdale, are looking for a HR Advisor to join their ever-growing business, to provide end to end HR support to their busy HR Team. Benefits include: Free on-site parking25 Days annual leave plus bank holidaysCompany PensionClose motorway Links Responsibilities as HR Advisor include but are not limited to: Support the HR Team in...

  • Hr Advisor

    3 weeks ago

    Rochdale, United Kingdom Recruitment Solutions (NW) Ltd Full time

    Our client, based in Rochdale, are looking for a HR Advisor to join their ever-growing business, to provide end to end HR support to their busy HR Team. Benefits include: Free on-site parking 25 Days annual leave plus bank holidays Company Pension Close motorway Links Responsibilities as HR Advisor include but are not limited to: Support the HR Team...

  • HR Advisor

    2 months ago

    Rochdale, United Kingdom Wireless CCTV Full time

    **HR Advisor** **Salary**: £30,000 - £35,000 depending on experience. **Location**: Rochdale - Head Office **Reporting Line**: UK HR Manager **Hours**:40 per week Monday to Friday **Travel**:required ad-hoc to Luton, Newport and Birmingham offices. **Ready to join a company that puts employee development and progression at the forefront?! At Wireless...

  • HR Advisor

    3 months ago

    Rochdale, United Kingdom Wireless CCTV Full time

    **HR Advisor: £28,000 - depending on experience, plus CIPD Level 5 Study Support.** **Ready to join a company that puts employee development and progression at the forefront?! At Wireless CCTV we appreciate all our employees and know they are our strongest assets, this is the reason we are passionate about providing long-lasting careers.** In the role of...

  • Collections Advisor

    3 months ago

    Rochdale, United Kingdom Page Personnel Full time

    Opportunity to work for a leading financial services business - Excellent benefits **About Our Client**: Our client are a well established financial services business based in Rochdale, they are currently going through a period of growth and are looking for Collections Advisors to join their Recoveries team. Our client offers great career progression,...

  • HR Advisor

    3 weeks ago

    Rochdale, United Kingdom Macmillan Davies Full time

    HR AdvisorNorth Manchester£28,000 per annumThis is a great development opportunity for an up-and-coming HR Advisor seeking to further develop and grow, working for a growing organisation that has compassion at the very core of what they do. You will be working as part of a small HR team, to provide HR support and guidance to employees and managers across...

  • Collections Advisor

    2 months ago

    Rochdale, United Kingdom Marsh Finance Limited Full time

    Are you a compassionate and solutions-driven individual looking for a rewarding career opportunity? Look no further! Marsh Finance Limited, a national leading motor finance provider based in Rochdale, is currently seeking a Collections Advisor to join our team and help us support customers experiencing financial difficulty. **The role of Collections...

  • Sales Advisor

    3 months ago

    Rochdale, United Kingdom D-Sales Promotion Full time

    Job Title: Sales Advisor **Job Description**: We are seeking a motivated and customer-focused Sales Advisor to join our team. As a Sales Advisor, you will be responsible for assisting customers in finding the right products or services to meet their needs. You'll engage with customers, provide product knowledge, and guide them through process. Your goal...

  • Collections Advisor

    2 months ago

    Rochdale, United Kingdom Marsh Finance Limited Full time

    Are you a compassionate and solutions-driven individual looking for a rewarding career opportunity? Look no further! Marsh Finance Limited, a national leading motor finance provider based in Rochdale, is currently seeking a Collections Advisor to join our team and help us support customers experiencing financial difficulty. **The role of Collections...

  • Parts Advisor

    2 months ago

    Rochdale, United Kingdom Richard Abson Group Full time

    **Role - Parts Advisor** **Salary - £29,250 basic (OTE £33,000)** **Location - Rochdale** Our client is looking for a motivated and committed Parts Advisor to join their team - The business is a well-known and reputable dealer group in the area, working with several brands. They’re offering progression, support, and fantastic training. This is an...