Customer & Technical Advisor Permanent 4 /4 shift pattern (other work patterns are available) Cheadle, Staffordshire - Office-based £27,000 - £35,000 dependant on experience
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.
What is in it for you?
Competitive salary
Join a growing business with long-term development potential
Varied role — no two days the same
Small, friendly team culture
Real opportunity to make an impact
Stable, office-based role with progression opportunities