Mobile Support Advisor

This range is provided by ARO Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Job Title: Mobile Support Advisor

Location: Farnborough/Hybrid

Salary: £23,875 - £24,500 BOE

Contract type: Permanent

We are currently looking for 2 Mobile Support Advisors to join our Support team in Farnborough! In this role, you'll deliver exceptional service to our mobile customers, ensuring every interaction meets the highest standards of accuracy and professionalism. You'll provide comprehensive support and resolve issues in line with agreed SLAs, making a real impact on customer satisfaction.

Please note that this role is a hybrid based in our Farnborough office. You will be required to work on site 3 days a week which is usually Tuesday‑Thursday alongside the team.

• Support customers alongside the Mobile Support team via calls and cases
• Own and manage customer tickets in the ARO database, ensuring SLA compliance
• Prepare quotes, process hardware and customer orders, manage stock, and handle billing charges
• Liaise with third‑party suppliers and internal teams to ensure timely delivery, updates, and resolutions
• Provide product, network, and troubleshooting support, routing tickets to the appropriate teams
• Maintain accurate customer documentation and database records
• Prioritise and manage workload, including weekly/monthly individual tasks
• Assist management with escalations, sensitive issues, reporting, and general workload
• Attend and contribute to weekly and monthly meetings
• Build strong working relationships across teams to deliver exceptional customer account management

• Support customers alongside the Mobile Support team via calls, emails, and tickets, including dedicated support for VIP customers
• Own and manage customer tickets in the ARO database, ensuring SLA compliance and prioritisation of VIP accounts
• Act as a key point of contact for VIP customers, providing proactive updates and high‑touch service

• Experience working within a customer facing role
• Previously worked in a role having to problem solve and learn products and processes within a timely manner
• High level of attention to detail
• Experience working in a fast paced environment
• Understanding/working knowledge of Microsoft Office
• Excellent communication skills

• Previous experience working in an MSP/Similar role

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.