Technical Support Specialist

1 month ago


Rochdale, Rochdale, United Kingdom Zen Internet Full time

About the Role

We're seeking a skilled Technical Support Advisor to join our team at Zen Internet. As a key member of our Technical Support team, you'll be the first point of contact for our customers, providing high-quality support for our range of products and services.

Key Responsibilities

  • Provide exceptional customer service via phone, email, and supplier-portal support
  • Identify and resolve customer issues through thoughtful and efficient diagnostics
  • Take ownership of customer issues and follow through until resolution
  • Provide timely and accurate responses to customer enquiries
  • Escalate internal issues to 2nd and 3rd Line teams as needed
  • Educate customers on self-serve capabilities and benefits
  • Contribute to the development of our technical solutions and processes

Requirements

  • Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios
  • Previous experience in Fault Management or ticket handling is desirable
  • IT Helpdesk or Service desk experience
  • Excellent communication skills and ability to articulate technical information
  • Proven experience in a Customer Service, Technical Support, or similar role

What We Offer

As a Technical Support Advisor at Zen Internet, you'll have the opportunity to work in a dynamic and supportive team environment, with a focus on delivering exceptional customer service. We're committed to providing a positive and inclusive work environment, and we're looking for someone who shares our values and is passionate about delivering high-quality support.



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