Technical Support Advisor

About the Role:

Most call centre roles hand you a script. This one doesnt.

Were looking for a Technical Support Advisor who thrives on thinking for themselves. Youll be the first point of contact for our residential customers supporting a range of connectivity and communication products including FTTP FTTCSoGEA ADSL PSTN VoIP and email. Youll be trusted to diagnose and resolve issues using your own judgement backed by arangeof self-service tools.

This is a structured scheduled role based in our contact centre.

Chosen applicants will be invited to a recruitment assessment day at our Rochdale office on 18th November (10am 3:30pm)

Offers to successful candidates will be made on 20th November. Role start date will be 04 January.

The role is Hybrid though successful candidates be office based for the first 12 weeks (training for the first 8 weeks.)

What Youll Be Doing

• Being the first point of contact for residential customers via phone and email

• Diagnosing and resolving technical issues without relying on scripts

• Guiding customers through self-service tools and explaining their benefits clearly

• Managing queries from first contact through to resolution with care and urgency

• Spotting patterns and contributing ideas that improve the service for everyone

What Youll Bring

Technical skills:

• A solid understanding of broadband and telephony products:ADSL FTTC FTTP PSTN and VoIP

• Familiarity with internet technologies including DNS HTTP and IPv4/IPv6

• Previous work experience within the ISP Industry or a comparable Technical Support environment

• Experience with fault management or ticketing systems is desirable

Personal qualities:

• Strong questioning and diagnostic skills.You get to root causes not just symptoms

• The ability to explain technical concepts clearly to customers of all abilities

• Comfortable making judgement calls in the customers interest when situations arent black and white

• Self-motivated and calm under pressure able to juggle multiple queries without dropping the ball

• Curious about technology and eager to keep learning as productstoolsand processesevolve

• Empathetic. Youunderstand theres always a real person behind every ticket

Why Join Us

As a B Corp certified company were committed to doing business responsiblybyinvesting in our people our community and the planet. Youll join a team that genuinely values integrity empathy and development with a clear pathway to grow your skills and progress your career from day one.

Were building an inclusive work environment

At Zen your individuality matters. Your gender race ethnicity disability sexuality neurodiversity background and everything else that makes you who you are we value it all. We want you to feel seen respected and supported from the very start of your journey with us.

Our Values shape how we work and who we are. We celebrate diversity and build strong communities where everyone belongs. We put people and the planet before profit and were ambitious about the future always learning innovating and striving to deliver award-winning service. Together this means youll find opportunities not just to grow your career but to make a meaningful impact.

Were always open to conversations about part-time or flexible working or reasonable adjustments and well support you wherever we can. Please feel comfortable sharing your preferences during the recruitment process.

If youd like to find out more about what life is like at Zen take a look at our careers page. Or if youd prefer to speak with someone about the role call us onor wed be happy to chat!

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.

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

About Zen

At Zen were redefining what it means to be a business not just through what we do but how we do it. We believe theres a better way of doing business.

As the UKs largest independently owned telecommunications and technology provider we put people and planet before profit. Were here for the long term never for sale and driven by our purpose:Do right for people and a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility. From award-winning services and industry-leading customer support to our focus on sustainability and community. Everything we do is guided by our core values and yours.

At Zen we know that our strength lies in our people. Thats why we celebrate individuality and diversity creating a workplace where everyone belongs. We bring together our Zen values and personal values to build a supportive open and inclusive environment. Together we grow both as professionals and as people. Were proud to be recognised as aGreat Place to Workacross multiple categories: Large Organisation Wellbeing Women Development and Technology a reflection of the inclusive empowering and future-focused culture weve created.

Were ambitious. We embrace innovation and welcome change. We challenge ourselves to think differently improve constantly and lead by example. We see every challenge is an opportunity. Every voice matters. And every success fuels a much bigger purpose.

So if youre looking for a job where your values matter where you can help build a future where business is a force for good join us and help make a difference. Whether youre just starting out or bringing years of experience your work at Zen will have real impact on our people customers communities and the planet.