Technical Support Advisor - Hybrid

We’re building an inclusive work environmentAt 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 , 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.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 DoingProviding 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 SkillsA 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 QualitiesHighly 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 customer2 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 peopleSalary 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 workAbout Zen At Zen, we’re redefining what it means to be a business, not just through what we do, but how we do it. We believe there’s a better way of doing business.As the UK’s largest independently owned telecommunications and technology provider, we put people and planet before profit. We’re here for the long term, never for sale and driven by our purpose: Do right for people and planet. Being 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. That’s 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. We’re proud to be recognised as a Great Place to Work across multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future‑focused culture we’ve created.We’re 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 you're 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 you're just starting out or bringing years of experience, your work at Zen will have real impact on our people, customers, communities, and the planet.#J-18808-Ljbffr

Created: 2025-10-30