1st & 2nd Line Technical Support Consultant

1st & 2nd Line Technical Support Consultant

Over the last 20 years, Zen Internet has grown from a pioneering ISP into an award-winning company that provides the full range of data, voice and hosting services to business and residential customers across the UK.

We’ve also recently been named as one of The Best Companies to Work for in the UK

We pride ourselves on having one of the best technical support teams in the industry. We are committed to ensuring that our customers get a fast, friendly, and helpful response from highly skilled staff who really know what they’re talking about

And we’re now offering you the opportunity to be part of our success.

We’re looking for enthusiastic, professional, customer-focused consultants to provide excellent 1st & 2nd line support to our residential and business customers

If you’re a technically-minded individual with the ability to troubleshoot problems in a thoughtful and efficient way, sometimes with limited information from the customer, then this is a perfect role for you

‘ll cover a range of technologies including ADSL & Fibre broadband, Voice, Hosting and Email configuration

Please note that a rotational shift pattern is in operation within the department. 8 hour shifts, 5 days per week between the hours of 8am – 8pm Monday to Friday and 9am – 5pm Saturday and Sunday.

Candidate Profile

• Proven experience in a technical customer service/technical support environment
• A degree of technical knowledge in some or all the following areas:

– Windows operating systems

– Basic networking (TCP/IP)

– Internet connectivity technologies

• Analytical structured approach to problem solving
• Excellent communication skills in order to provide clear and concise telephone and e-mail support
• Eager to provide first call resolution
• Able to quickly inspire confidence in others and build rapport with the customer
• Patient and willing to go the extra mile – e.g. happy to use knowledge to help Zen Internet customers with queries not related to Zen
• Able to remain calm and focussed in an ever changing environment
• Experience of working successfully in an ‘unscripted’ customer contact environment an advantage.
• Able to work shifts, as agreed