Job Title

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. Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.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, please note the salary for this role £24,570 to £28,000.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 emailDiagnosing and resolving technical issues without relying on scriptsHandling both 1st and 2nd line support queries from start to resolutionGuiding customers through self-service tools and promoting their benefitsPrioritising and managing queries with attention, care and urgencyContributing ideas for service improvements and team developmentParticipating in team meetings and department meetingsWhat You'll Bring:Technical Skills:A solid understanding of ADSL, FTTC, FTTP(H), PSTN & VoIP productsPrevious work experience within the ISP Industry, IT Helpdesk, or a comparable Technical Support environmentFamiliarity with internet technologies such as Email, HTTP, DNS, IPv4/IPv6, IPVPNExperience with fault management or ticket handling (desirable)Personal Qualities:Highly customer-focused with a passion for delivering outstanding serviceExcellent communication skills; able to explain technical concepts clearly to all levels of usersStrong questioning and diagnostic skills to uncover root causesSelf-motivated and able to manage multiple tasks under pressureEnthusiastic adopter of new technologies, systems, and processesEmpathetic and mindful of the customer impact behind every decisionCalm, focused, and adaptable in a fast-changing environmentAlways eager to "do the right thing" for the customerBenefits2 x Life Assurance Cover, with option to flex upwards25 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 PlanAn extra day off for your birthdayCar salary sacrifice schemeContinuous learning and developmentDiscounted Mobile plansFlexible and Hybrid workingFree onsite parkingInternal coaching and mentoring opportunitiesOnsite Contemplation and Prayer roomOnsite Electric Car Charging pointsOptional flexible critical illness coverPeople-friendly policiesRecognition awards where we celebrate the most awesome peopleRetail discountsSalary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contributionSix monthly salary reviewsSubsidised Nursery feesSubsidised Onsite RestaurantSuperfast Free Reliable BroadbandTravel Loan and Ride2Work SchemesTwo days' paid leave per year for voluntary workPandoLogic. Keywords: Technical Support Representative, Location: Rochdale, ENG - OL16 1DFRemote working/work at home options are available for this role.