Technical Support Advisor - 1st Line

Focus Group

  • Swinton, Greater Manchester
  • £25,000-25,500 per year
  • Permanent
  • Full-time
  • 9 days ago
  • Apply easily
Technical Support Advisor - 1st Line - Make.Contact (A Focus Group Company)Location: Swinton, Manchester (Hybrid 3 days a week office)
Salary: £25,500Join Our Team at Make.ContactMake.Contact, part of the established Focus Group family, is seeking a dedicated Technical Support Advisor to join our dynamic Managed Services team. This is an excellent opportunity to provide first-class customer service while developing your technical skills in a supportive, collaborative environment.What You'll DoAs a Technical Support Advisor, you'll be the first point of contact for our valued customers, ensuring they receive exceptional service and technical support:
  • Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats
  • Diagnose and resolve technical issues while keeping customers informed throughout the process
  • Manage cases end-to-end from initial logging through to resolution, including escalations when necessary
  • Collaborate with suppliers to ensure timely resolution of complex issues
  • Meet agreed SLAs and targets while maintaining the highest standards of customer service
  • Contribute to continuous improvement initiatives and best practice development
What We're Looking ForEssential Requirements
  • Customer service or technical support experience
  • Exceptional communication skills with the ability to remain calm under pressure and build rapport with customers
  • Clear verbal and written communication with the ability to adjust your approach for different audiences
  • Process-oriented mindset with adaptability when procedures evolve
  • Strong analytical skills for effective problem-solving and data gathering
  • Target-focused approach with excellent prioritisation and time management abilities
  • Attention to detail with accurate data entry and record-keeping skills
Desirable Qualifications
  • CompTIA A+ certification or equivalent technical qualifications
What Makes You Perfect for This RoleYou're someone who thrives in a collaborative team environment and genuinely enjoys helping customers solve their technical challenges. You're solution-focused, process-driven, and comfortable juggling multiple priorities while maintaining excellent service standards.Why Choose Make.Contact?
  • Part of the established Focus Group with a strong reputation for excellence
  • Collaborative team environment where knowledge sharing is valued
  • Professional development opportunities in a growing managed services division
  • Clear progression pathways with structured support and training
  • Modern working environment with up-to-date systems and processes
Ready to Apply?If you're passionate about customer service and technical problem-solving, we'd love to hear from you. Join Make.Contact and become part of a team that's committed to delivering exceptional customer satisfaction.Apply now to start your journey with Make.Contact, a Focus Group company.

Focus Group