Technical Support Adviser 1st Line Telco

We are seeking a customer-focused Technical Support Adviser to join our Product Services team, delivering first-class 1st line service to Focus Group customers. You will handle incoming queries across phone, email, portal and live chat, providing clear, timely and accurate support from first contact. Working closely with the wider Product Services team, you will take ownership of case management from diagnosis through to resolution, keeping customers informed every step of the way and ensuring cases are handled in line with agreed SLAs and demarcations. This is a fast-paced, customer-facing role where accuracy, composure and a genuine drive to help customers make all the difference.

Responsibilities

Handling incoming queries received via phone calls, emails, portal, and live chats; Responding to these within the agreed target time and meeting any agreed personal targets; Diagnosing, logging, actioning and following through to resolution cases, including escalations, whilst keeping the customer informed of progress; Ensuring cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations; Reporting issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed; Managing cases in line with agreed SLAs and functionally escalating to the next 2nd line, with sufficient SLA remaining; Adhering to and contributing to the company's quality system and processes, and their maintenance; Actively contributing to and promoting the use of best practice and continual service improvement within the team

Requirements

Experience in a customer service or support desk environment; Familiarity with ITSM/CSM Case (ticket) management systems; Customer service focused with an excellent telephone manner; Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers; Understanding of broadband connectivity and basic router configuration; Foundational network troubleshooting skills; A demonstrable ability to follow pre-defined processes, and an adaptability when processes change; Data gathering and analytical skills — gather the right information from the customer, analyse the issue and take appropriate and timely action; Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service