2nd Line Support Specialist

Job Title: 2nd Line Support Specialist  

£28,000 + Incentives and overtime

£500 bonus paid after completion of a successful 6-month probation!

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.

What You'll Do

· 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

What You Bring

· 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

What Success Looks Like

· Fast response times

· Quick, accurate fault resolution

· 5-star customer feedback

· High-quality documentation and adherence to processes

Why TAL?

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.