Technical Support Advisor - Home working Location: Home Working Hours: 37.50 Specialism: Customer Services This is a Permanent , Full Time vacancy that will close in 16 days at 23:59 BST . The Vacancy We’re building an inclusive work environment Here at Zen your gender, race, ethnicity, neurodiversity, disability, 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. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. The hiring manager for this role is Chris T. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible. 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. Technical Support operates between the hours of 8am and 8pm Monday to Friday and 9am to 5pm Saturday and Sunday inc Bank Holidays. Working hours are based on a rota covering those hours so the successful applicant will need to be available to work on a shift rotation basis 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 Recent experience of working in the ISP sector. Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN 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 About Zen 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! Free Zen broadband Award winning broadband for free Your Birthday off Let’s celebrate! Salary reviews every 6 months Over 13,000 courses available across all areas Discretionary bonus Charitable Days Two paid days a year for volunteering 25 days annual leave (with option to buy/sell up to 5 days) Pension 5% of salary paid by Zen, minimum of 3% paid by employee 20% Discount on local nursery (Rochdale office only) 10% off all plans with Honest Mobile Private medical healthcare with Benenden (Cash Plan also available) Spread the cost of travel People Friendly Policies From enhanced maternity to menopause Flexible Critical Illness Financial protection if the worst were to happen Car Salary Sacrifice Hybrid & electric cars from Tusker Life Assurance X2 as standard with the option to flex up Retail Discounts 100s of discounts from top brands Electric Car Charging Points Six electric car charging points onsite at Rochdale Payroll Giving Tax free donations to charity through your salary Save on cycling Free Drinks Free tea and coffee from our office kitchenettes Free Parking Available at our Rochdale office Team Engagement For everyone per year towards team social events #J-18808-Ljbffr