Technical Support Advisor

Grain Connect Limited; Carlisle; On-site; GBP 25,000; Full time

Job summary

A national broadband provider is looking for a dedicated individual to join their team in Carlisle, providing excellent customer support in a technical role. You will resolve issues for both residential and business users while working in a dynamic environment. This full-time position requires flexibility in working hours and offers a salary of £24,076 per annum, with benefits including annual leave, retirement contributions, and life insurance.

Benefits

25 days annual leave

Employee incentivization scheme

Employee referral scheme

Discounts with retailers

Qualifications

• Commitment to provide high-quality technical support.
• Ability to troubleshoot with limited information.
• Eager to provide first contact resolution.

Responsibilities

• Provide high-quality telephone and email support.
• Troubleshoot user problems efficiently.
• Identify problems with limited initial information.

Skills

Customer service

Technical support

Problem solving

Communication skills

Technical knowledge of broadband

Education

BTEC HND in Computing/Technology/Science

Industry qualifications (CCNA, Network plus)

Tools

Windows operating system

iOS and Android operating systems

TCP/IP networking

Job description

Be the voice that solves tech challenges.

Permanent

Carlisle

About this role

This role is an exciting opportunity for the right candidate to significantly contribute to Grain’s continued growth and success. You will work within a dynamic, open minded and supportive team, where individual
contribution and success is recognised and rewarded. The support desk is a vibrant, busy environment that benefits from the free exchange of creative and practical ideas.

The overall purpose of the role is to provide front line technical support to Grain’s residential and business users. A critical element of the role is problem analysis and one contact resolution delivering high levels of
customer’s satisfaction. This is a demanding role, calling for a high standard of customer support, empathy and technical understanding to be delivered.

This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in an empathetic and efficient way, in some instances identifying a problem with limited
information from the customer. The ability to handle calls utilising effective, closed questioning and strong call control is critical.

Main responsibilities

• To provide high quality telephone, ticket, Live Chat and e-mail support to our growing customer base
• Troubleshooting a user problem in a thoughtful and efficient way
• Identifying a problem with sometimes limited information from the user to start with. Typical problems will include broadband faults, in premise wireless issues, email configuration and general tech support queries
• Giving timely and accurate responses to enquiries
• Providing customer coaching in order to help the customer resolve problems themselves

Working hours

This is a full-time position working 37.5 hours per week, these hours will be worked on a rota basis between the business hours of

• Monday – Friday 9.00am – 7.00pm
• Saturday 9.00am – 5.00pm
• Sunday 9.00am – 5.00pm

To meet the needs of the customer, you will need to be flexible with your working hours

Experience required

• BTEC HND in Computing/ Technology/ Science AND/OR I.T. is desirable
• Industry qualifications (such as CCNA/Network plus) AND/OR Proven experience in a customer service/technical support environment
• Technical knowledge in the following areas:
  • Windows, IoS and Android operating systems
  • Applied knowledge of TCP/IP networking
  • Broadband, Symmetric and WAN connectivity
  • Common Internet applications and services (e-mail, Web, ftp, etc.)
• Good knowledge of gaming, both hosted and online
• Strong knowledge of in home wireless networking and propagation
• Analytical, structured approach to problem solving
• Fully aware of the impact of their and the teams decisions have on the customer
• Excellent communication skills in order to provide clear and concise telephone, ticket and e-mail support
• Eager to provide first contact resolution
• Able to quickly inspire confidence in others and build a rapport with the customer
• Patient and willing to go the extra mile – e.g. happy to use knowledge to help Grain customers with queries not related to Grain
• Self-motivated, self-starter able to work with minimal supervision
• Able to remain calm and focussed in an ever-changing environment
• Experience of working successfully in an ‘unscripted’ customer contact environment an advantage.

About Grain

Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand‑out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre‑optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.

With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future‑proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!

Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.

Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.

Benefits to help you thrive, personally and professionally!

Salary £24,076 per annum.

Annual leave allowance

We offer 25 days annual leave allowance, plus bank holidays.

Start saving for your future and we will contribute up to 7% towards your retirement.

Life insurance

We provide 4 times your annual salary to a nominated person, following a death in service.

Employee Incentive Scheme

Get financially rewarded for your hard work and dedication with an annual incentive scheme.

Employee Referral Scheme

Refer a friend or former colleague to join the Grain team and you could earn £££s!

Perks at Work

Take advantage of great discounts with selected nationwide retailers.

Apply today!