Technical Support (Telecoms) - 1st Line

Location: Eurocard Centre, Herald Drive, Crewe, England, United Kingdom

Employment: Full-time

Company

hirify.global provides sustainable mobility, connectivity, and technology solutions for businesses, with a focus on technological innovation and energy transition.

What you will do

• Act as the first point of contact for inbound technical support by phone and through a ticketing system.
• Log and triage support requests, capturing relevant details and monitoring ticket queues.
• Resolve straightforward issues such as password resets, call-routing questions, and basic broadband or phone-system troubleshooting.
• Escalate complex problems to 2nd Line Support with clear notes.
• Keep customers informed about ticket progress and meet service-level response targets.

Requirements

• Confident communication skills and a customer-first approach.
• Interest in learning new technology; full training is provided.
• Logical thinking and strong attention to detail.
• Comfort speaking on the phone and explaining technical information clearly.
• Reliability, proactivity, and interest in developing a career in telecoms.

Nice to have

• Customer service experience in retail, hospitality, a call centre, or a similar environment.
• Interest in technology, broadband, or mobile phones.
• Awareness of VoIP or broadband systems.

Culture & Benefits

• Pension plan and life assurance.
• Employee fuel card and electric vehicle salary sacrifice schemes.
• Employee assistance programme and 24-hour wellness and healthcare assistance.
• Time off for fertility treatment and pregnancy loss.
• Cycle-to-work scheme, inclusion networks, mental health support, and charity and volunteering initiatives.

Hiring process

• Apply online; candidates may contact the talent team for more information about the role and working at hirify.global.
• Reasonable adjustments and accommodations are available throughout the recruitment process.