Customer & Technical Advisor

Customer & Technical Advisor Permanent 4 /4 shift pattern (other work patterns are available) We’re recruiting on behalf of a growing, forward-thinking Internet Service Provider who are looking to bring in a Technology Specialist to join their close-knit team.

This is a hands-on, varied role providing support to customers along every step of their customer journey from sales to technical support, as well as general customer-facing and non-customer-facing administration to aid order progression and service delivery, making it ideal for someone who enjoys being the go-to person in a small team environment.

You'll be supporting customers and field engineers across multiple channels, including telephone, live chat and email whist also helping keep the office running smoothly day-to-day. Job overview You'll be responsible for providing support to customers placing an order for services, extensive technical support and general operational support across the business, including: Sales and Order Support Understand and explain varying service provisions, installation types, and product offerings clearly and accurately.

Support customers through the ordering process, ensuring expectations are set correctly around lead times, installation requirements, and service capabilities. Liaise with internal teams and suppliers to ensure orders progress smoothly from sale to activation.

Identify customer needs and recommend appropriate products or solutions without a hard-sell approach. Technical Support Troubleshooting & Diagnostics: Identify, analyse, and resolve internet connectivity issues, including slow speeds, intermittent connections, and full service outages.

Equipment Support: Guide customers through the setup, configuration, and maintenance of routers, modems, Wi‑Fi extenders, and related equipment, including firmware updates and security settings. Network Assistance: Provide clear, step‐by‐step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security.

Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians. Customer Communication: Communicate clearly, patiently, and empathetically with customers of all technical abilities, keeping them info...

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