Technical Customer Service Advisor (Telecoms)

Location: Remote within the UK; candidates must currently reside in the UK and be eligible to live and work there.

Salary: £26,850 per annum, plus performance-based bonus.

Company

hirify.global provides energy, broadband, mobile, telephone, and insurance services through one combined offering and bill.

What you will do

• Act as the first point of contact for telecoms customers by phone and, when required, live chat.
• Diagnose and resolve slow speeds, connectivity, Wi-Fi, noisy line, no dial tone, email, billing, barring, and payment issues.
• Troubleshoot from the service entry point or ONT through home networks and selected customer devices.
• Support broadband and mobile products, including physical SIMs and eSIMs on the 5G network.
• Resolve customer issues during the initial interaction wherever possible and recommend additional services when appropriate.
• Work toward KPIs including First Call Resolution, Customer Ease Score, Average Handling Time, Quality, and Compliance.

Requirements

• At least one year of experience in a telecoms contact centre.
• Knowledge of broadband delivery technologies including ADSL, PSTN, FTTC, FTTP, and VoIP.
• Understanding of LAN connectivity, routers, 2.4GHz and 5GHz Wi-Fi, latency, DNS, firewalls, browser issues, and remote diagnostic line tests.
• Strong troubleshooting, critical thinking, communication, patience, empathy, and emotional intelligence.
• Current UK residence and eligibility to live and work in the UK.
• Stable internet connection with at least 25 Mbps download and 4 Mbps upload, plus a dedicated, quiet, non-communal workspace.

Culture & Benefits

• Full-time schedule of 38.5 hours across five days, Monday to Saturday, with shifts between 8:00am and 8:30pm; bank holiday hours are 10:00am to 4:00pm.
• Full-time training for the first eight weeks, scheduled from 8:30am to 5:30pm.
• 33 days of holiday inclusive of bank holidays, pension matching, and life assurance up to four times salary.
• Company equipment, service discounts, share options, and a Save As You Earn scheme.
• Employee Assistance Programme, virtual GP service, healthcare discounts, enhanced family-friendly policies, and ongoing learning opportunities.
• Remote and in-person team activities and belonging groups supporting an inclusive workplace.

Hiring process

• Successful candidates are subject to a background check.