Technical Support Advisor - Hybrid

  • Rochdale
  • Permanent
  • Fri Sep 12 07:42:13 2025
  • JOB0817

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.
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 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.

This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm & Sat - Sun 9am to 5pm

About the Role:

We’re looking for a thoughtful and resourceful Technical Support Advisor to join our Consumer Support team. This isn’t a scripted call centre role, it’s a hands-on, problem-solving position where your curiosity and technical insight will make a real impact.

You’ll be the first point of contact for our customers, supporting a range of home connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. Your goal? Resolve issues efficiently, educate customers on self-service tools, and ensure every interaction leaves them feeling confident in both the service and the support behind it.

As a B Corp certified company, we’re committed to doing business responsibly by investing in our people, our community, and the planet. That means we’re looking for someone who’s not just technically capable, but eager to grow, learn, and contribute to a team that values integrity, empathy, and continuous development.

What You’ll Be Doing:

  • Providing expert support via phone and email
  • Diagnosing and resolving technical issues without relying on scripts
  • Handling both 1st and 2nd line support queries from start to resolution
  • Guiding customers through self-service tools and promoting their benefits
  • Prioritising and managing queries with attention, care and urgency
  • Contributing ideas for service improvements and team development
  • Participating in team meetings and department meetings

What You’ll Bring:

Technical Skills:

  • A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP products
  • Previous work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environment
  • Familiarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPN
  • Experience with fault management or ticket handling (desirable)

Personal Qualities:

  • Highly customer-focused with a passion for delivering outstanding service
  • Excellent communication skills; able to explain technical concepts clearly to all levels of users
  • Strong questioning and diagnostic skills to uncover root causes
  • Self-motivated and able to manage multiple tasks under pressure
  • Enthusiastic adopter of new technologies, systems, and processes
  • Empathetic and mindful of the customer

Benefits
  • 2 x Life Assurance Cover, with option to flex upwards
  • 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
  • Access to private Medical Healthcare and a Healthcare Cash Plan
  • An extra day off for your birthday
  • Car salary sacrifice scheme
  • Continuous learning and development
  • Discounted Mobile plans
  • Flexible and Hybrid working
  • Free onsite parking
  • Internal coaching and mentoring opportunities
  • Onsite Contemplation and Prayer room
  • Onsite Electric Car Charging points
  • Optional flexible critical illness cover
  • People-friendly policies
  • Recognition awards where we celebrate the most awesome people
  • Retail discounts
  • Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
  • Six monthly salary reviews
  • Subsidised Nursery fees
  • Subsidised Onsite Restaurant
  • Superfast Free Reliable Broadband
  • Travel Loan and Ride2Work Schemes
  • Two days’ paid leave per year for voluntary work