Technical Support Advisor

Most call centre roles hand you a script. This one doesn't.

We're looking for a Technical Support Advisor who thrives on thinking for themselves. You'll be the first point of contact for our residential customers, supporting a range of connectivity and communication products including FTTP, FTTC, SoGEA , ADSL, PSTN, VoIP, and email . Y ou'll be trusted to diagnose and resolve issues using your own judgement, backed by a range of self-service tools.

This is a structured, scheduled role based in our contact centre.

Chosen applicants will be invited to a recruitment assessment day at our Rochdale office on 18th November (10am – 3:30pm)

Offers to successful candidates will be made on 20th November. Role start date will be 04 January.

The role is Hybrid, though successful candidates be office based for the first 12 weeks, (training for the first 8 weeks.)

Being the first point of contact for residential customers via phone and email

Diagnosing and resolving technical issues without relying on scripts

Guiding customers through self-service tools and explaining their benefits clearly

Managing queries from first contact through to resolution, with care and urgency

Spotting patterns and contributing ideas that improve the service for everyone

Technical skills:

A solid understanding of broadband and telephony products : ADSL, FTTC, FTTP, PSTN and VoIP

Familiarity with internet technologies including DNS, HTTP, and IPv4/IPv6

Previous work experience within the ISP Industry, or a comparable Technical Support environment

Experience with fault management or ticketing systems is desirable

Strong questioning and diagnostic skills . Y ou get to root causes, not just symptoms

The ability to explain technical concepts clearly to customers of all abilities

Comfortable making judgement calls in the customer's interest when situations aren't black and white

Self-motivated and calm under pressure, able to juggle multiple queries without dropping the ball

Curious about technology and eager to keep learning as products , tools and processes evolve

Empathetic . You understand there's always a real person behind every ticket

As a B Corp certified company, we're committed to doing business responsibly by investing in our people, our community, and the planet. You'll join a team that genuinely values integrity, empathy, and development, with a clear pathway to grow your skills and progress your career from day one.

At Zen, your individuality matters. Your gender, race, ethnicity, disability, sexuality, neurodiversity, background, and everything else that makes you who you are, we value it all. We want you to feel seen, respected, and supported from the very start of your journey with us.

Our Values shape how we work and who we are. We celebrate diversity and build strong communities where everyone belongs. We put people and the planet before profit, and we’re ambitious about the future, always learning, innovating, and striving to deliver award-winning service. Together, this means you’ll find opportunities not just to grow your career, but to make a meaningful impact.

We’re always open to conversations about part‑time or flexible working, or reasonable adjustments, and we’ll support you wherever we can. Please feel comfortable sharing your preferences during the recruitment process.

If you’d like to find out more about what life is like at Zen, take a look at our careers page. Or, if you’d prefer to speak with someone about the role, call us on  or , we’d be happy to chat!

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to…