Technical Support Advisor

About the Role

Most call centre roles hand you a script. This one doesn't.

We're looking for a Technical Support Advisor who thrives on thinking for themselves. You'll be the first point of contact for our residential customers, supporting a range of connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. You'll be trusted to diagnose and resolve issues using your own judgement, backed by a range of 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 You'll 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 You'll 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 customer's interest when situations aren't straightforward
• Self-motivated and calm under pressure, able to juggle multiple queries without dropping the ball
• Curious about technology and eager to keep learning as products, tools and processes evolve
• Empathetic. You understand there's always a real person behind every ticket

Why Join Us

As a B Corp certified company, we're committed to doing business responsibly by investing in our people, our community, and the planet. You'll 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.

We’re 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 we’re ambitious about the future, always learning, innovating, and striving to deliver award-winning service. Together, this means you’ll find opportunities not just to grow your career, but to make a meaningful impact.

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

If you’d like to find out more about what life is like at Zen, take a look at our careers page. Or, if you’d prefer to speak with someone about the role, call us on 01706 902 275 or email Sign in to view email, we’d 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