2nd Line Support Specialist

Job Title: 2nd Line Support Specialist

• ompetetive Salary
• Incentives and overtime

Horsham | Telecom Acquisitions Ltd

Line Manager: Customer Support Manager

Date reviewed: January 2026

Line Support Specialist to join our high‑performing team. If you love solving problems, delivering brilliant service and working in a fast‑paced environment, this role is for you.

• Handle escalated customer enquiries via phone, email and webchat
• Diagnose and resolve faults quickly, following SLAs
• Keep customers fully updated with clear, friendly communication
• Test solutions with customers to ensure first‑time fix
• Work closely with internal teams and suppliers to speed up resolutions
• Maintain accurate CRM notes and follow ISO/GDPR processes
• Contribute to a positive, collaborative team culture

• Strong communication skills and a customer‑first mindset
• Technical problem‑solving ability and attention to detail
• Ability to stay calm under pressure and manage competing priorities
• A proactive, team‑focused attitude and willingness to learn

• Fast response times
• Quick, accurate fault resolution
• 5‑star customer feedback
• High-quality documentation and adherence to processes

You’ll join a supportive, ambitious team in a company that values integrity, collaboration and exceptional customer experiences. We invest in your development and celebrate your success.

• 50% off broadband after successful completion of probation period – completely free after 2 years’ service
• 25 days holiday increasing up to a maximum of 30 days based on length of service – plus bank holidays and day off for your birthday
• Death in service
• Salary sacrifice pension scheme
• Local company discounts
• Buy and sell holiday scheme
• Complementary fresh fruit and breakfast bar
• Friday fridge
• £1000 refer a friend
• £250 bright ideas scheme
• Company events – summer party, Christmas party and sports day just to name a few