Technical Customer Service Advisor

TL;DR

Technical Customer Service Advisor (Telecoms): Resolving customer issues across telecoms products through phone and live chat with an accent on broadband/Wi‑Fi troubleshooting, router/line diagnostics, and first-call resolution. Focus on diagnosing connectivity faults (slow/no internet, Wi‑Fi problems, line/no dial tone), handling billing and payments, and meeting KPIs in a fast-paced contact centre.

Company

hirify.global provides bundled utility services and customer support for energy and telecoms.

What you will do

• Act as the first point of contact for customers across phone (mainly) and live chat.
• Troubleshoot telecoms issues from the service entry point (phone socket/ONT) through device support, and recommend new/additional services.
• Resolve connectivity problems including slow internet speeds, poor/no connectivity, Wi‑Fi issues, noisy lines, and no dial tone faults.
• Handle billing and barring issues, take payments, and support customers with telecoms-related queries.
• Work toward KPIs such as First Call Resolution, Customer Ease Score, Average Handling Time, and Quality & Compliance.
• Complete training on telecoms and mobile products (including physical devices and eSIMs on a 5G network).

Requirements

• Location: Must be currently residing in the UK and eligible to live and work in the UK
• At least 1 year of experience working in a telecoms contact centre.
• Understand the basics of broadband delivery technologies (ADSL, PSTN, FTTC, FTTP, VoIP).
• Understand home/internal broadband connectivity (LANs), router login, and Wi‑Fi frequencies (2.4GHz and 5GHz).
• Ability to resolve issues such as latency, internal Wi‑Fi obstacles, DNS, and factors like firewall and browser issues.
• Ability to run remote diagnostic line tests.

Culture & Benefits

• Remote role with a requirement for a stable, strong internet connection (minimum 25Mbps download / 4Mbps upload) and a dedicated quiet workspace.
• £26,850 per annum plus a performance-based bonus.
• 33 days holiday inclusive of Bank Holidays; shift work across Monday–Saturday with specified hours.
• Full induction and equipment provided; training includes an initial full-time period for the first 8 weeks.
• Pension with matched contribution and life assurance up to 4x salary; Employee Assistance Programme (counselling and legal advice).
• Free virtual GP service, healthcare discounts, and enhanced family-friendly policies.