Customer & Technical Advisor in Cheadle, Staffordshire

Customer & Technical Advisor
Permanent
4 /4 shift pattern (other work patterns are available)
 

We’re recruiting on behalf of a growing, forward-thinking Internet Service Provider who are looking to bring in a Technology Specialist to join their close-knit team.

This is a hands-on, varied role providing support to customers along every step of their customer journey from sales to technical support, as well as general customer-facing and non-customer-facing administration to aid order progression and service delivery, making it ideal for someone who enjoys being the go-to person in a small team environment. You’ll be supporting customers and field engineers across multiple channels, including telephone, live chat and email whist also helping keep the office running smoothly day-to-day.

Job overview

You’ll be responsible for providing support to customers placing an order for services, extensive technical support and general operational support across the business, including:

Sales and Order Support

• Understand and explain varying service provisions, installation types, and product offerings clearly and accurately.

• Support customers through the ordering process, ensuring expectations are set correctly around lead times, installation requirements, and service capabilities.

• Liaise with internal teams and suppliers to ensure orders progress smoothly from sale to activation.

• Identify customer needs and recommend appropriate products or solutions without a hard-sell approach.

Technical Support

• Troubleshooting & Diagnostics: Identify, analyse, and resolve internet connectivity issues, including slow speeds, intermittent connections, and full service outages.
• Equipment Support: Guide customers through the setup, configuration, and maintenance of routers, modems, Wi‑Fi extenders, and related equipment, including firmware updates and security settings.
• Network Assistance: Provide clear, step‑by‑step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security.
• Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians.
• Customer Communication: Communicate clearly, patiently, and empathetically with customers of all technical abilities, keeping them informed throughout fault resolution.
• Documentation: Maintain accurate records of customer interactions, diagnostics, actions taken, and outcomes within CRM and ticketing systems.
• Service Education: Proactively advise customers on best practices to prevent future issues and maximise their service experience.

Office & Team Support

• Support general office and administrative operations.
• Assist colleagues across departments as required.
• Contribute to maintaining efficient, well-organised day-to-day business operations.
• Act as a flexible and reliable team member within a small, collaborative environment.

Desirable skills and experience:

• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi‑Fi technologies.
• Strong analytical and problem-solving skills with a structured approach to troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts in plain language.
• Ability to work calmly under pressure, manage multiple cases simultaneously, and meet service‑level expectations.
• Familiarity with ISP environments, remote diagnostic tools, and CRM/ticketing systems is advantageous.
• Previous experience in a technical support, service desk, or ISP-related role is desirable, though strong technical aptitude and willingness to learn are equally valued.