Technical Support Advisor

3 months 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 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

This role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a “do the right thing” ethos. 

As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email products through to resolution. 

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

To provide high quality telephony, supplier-portal and email support to Zen’s Residential and Small Business customers 

Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics 

Take ownership of customer issues following through until resolution 

Provide timely and accurate responses to customer enquiries via phone/email/portals 

Take internal escalations and track/raise escalations to 2nd and 3rd Line teams 

Educate Residential and Small Business 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

Technical Candidate Profile

Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios 

Previous experience of Fault Management or ticket handling is desirable 

IT Helpdesk or Service desk experience 

Personal Candidate Profile

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 focussed in an ever-changing environment 

Always eager to “do the right thing” for the customer 

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