Technical Support Adviser – 1st Line Telco
Up to £25,500 (DOE)
Manchester OR Shoreham by Sea
(Internal Job Level – Associate)
Established in 2003, Focus Group is one of the UK's fastest-growing independent providers of essential business technology, delivering digital workplace solutions to more than 30,000 customers nationwide.
From our ambitious beginnings, we have grown to over 1,400 employees across 24 UK offices and recently achieved unicorn status following a $1bn valuation.
Role:
We are seeking a customer-focused Technical Support Adviser to join our Product Services team, delivering first-class 1st line service to Focus Group customers. You will handle incoming queries across phone, email, portal and live chat, providing clear, timely and accurate support from first contact.
Working closely with the wider Product Services team, you will take ownership of case management from diagnosis through to resolution, keeping customers informed every step of the way and ensuring cases are handled in line with agreed SLAs and demarcations.
This is a fast-paced, customer-facing role where accuracy, composure and a genuine drive to help customers make all the difference.
- Responsible for handling incoming queries received via phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
- To diagnose, log, action and follow through to resolution cases, including escalations, whilst keeping the customer informed of progress.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
- Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
- To adhere and contribute to the company's quality system and processes, and their maintenance.
- Actively contribute to and promote the use of best practice and continual service improvement within the team.
Requirements
- Experience in a customer service or support desk environment.
- Familiarity with ITSM/CSM Case (ticket) management systems.
- Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
- Understanding of broadband connectivity and basic router configuration.
- Foundational network troubleshooting skills.
- A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
- Data gathering and analytical skills — gather the right information from the customer, analyse the issue and take appropriate and timely action.
- Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
Don't worry if you don't meet every requirement — your passion and potential matter to us! If you're excited about driving business growth and transforming how companies use technology, we want to hear from you.
Skills Required
- Experience in a customer service or support desk environment
- Familiarity with ITSM/CSM case or ticket management systems
- Excellent telephone manner and customer service skills
- Ability to remain calm and build rapport with customers during difficult situations
- Understanding of broadband connectivity and basic router configuration
- Foundational network troubleshooting skills
- Ability to follow predefined processes and adapt when processes change
- Data gathering and analytical skills
- Ability to prioritize tasks and escalations while meeting deadlines and targets
What We Do
Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill. Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times. Leaving you free to focus all your energy on the important stuff. Like growing your business. Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy Let’s connect. Let’s grow.
