Customer & Technical Advisor
Customer & Technical Advisor Permanent 4 on 4 off rota Cheadle, Staffordshire - Office based £27,000 - £35,000 dependant on experience We're recruiting on behalf of a growing, forward-thinking Internet Service Provider who are looking to bring in a Technology Specialist to join their close-knit team. This is a hands-on, varied role providing support to customers along every step of their customer journey from sales to technical support as well as general customer facing and non-customer facing administration to aid order progression and service delivery, making it ideal for someone who enjoys being the go-to person in a small team environment. You'll be supporting customers and field engineers across multiple channels including telephone, live chat and email whist also helping keep the office running smoothly day-to-day.This role ill be working on a 4 on 4 off rotation but training for the initial 8-12 weeks will be Monday - Friday 8am - 4pm. Job overview You'll be responsible for providing support to customers placing an order for services, extensive technical support and general operational support across the business, including: Sales and Order Support
- Understand and explain varying service provisions, installation types, and product offerings clearly and accurately.
- Support customers through the ordering process, ensuring expectations are set correctly around lead times, installation requirements, and service capabilities.
- Liaise with internal teams and suppliers to ensure orders progress smoothly from sale to activation.
- Identify customer needs and recommend appropriate products or solutions without a hard-sell approach.
- Troubleshooting & Diagnostics: Identify, analyse, and resolve internet connectivity issues, including slow speeds, intermittent connections, and full service outages.
- Equipment Support: Guide customers through the setup, configuration, and maintenance of routers, modems, Wi-Fi extenders, and related equipment, including firmware updates and security settings.
- Network Assistance: Provide clear, step-by-step guidance for configuring IP addressing, DNS, DHCP, and wireless networks to ensure optimal performance and security.
- Escalation Management: Recognise complex or persistent issues requiring advanced investigation and escalate appropriately to senior engineers, network teams, or field technicians.
- Customer Communication: Communicate clearly, patiently, and empathetically with customers of all technical abilities, keeping them informed throughout fault resolution.
- Documentation: Maintain accurate records of customer interactions, diagnostics, actions taken, and outcomes within CRM and ticketing systems.
- Service Education: Proactively advise customers on best practices to prevent future issues and maximise their service experience.
- Support general office and administrative operations.
- Assist colleagues across departments as required.
- Contribute to maintaining efficient, well-organised day-to-day business operations.
- Act as a flexible and reliable team member within a small, collaborative environment.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and Wi-Fi technologies.
- Strong analytical and problem-solving skills with a structured approach to troubleshooting.
- Excellent verbal and written communication skills, with the ability to explain technical concepts in plain language.
- Ability to work calmly under pressure, manage multiple cases simultaneously, and meet service-level expectations.
- Familiarity with ISP environments, remote diagnostic tools, and CRM/ticketing systems is advantageous.
- Previous experience in a technical support, service desk, or ISP-related role is desirable, though strong technical aptitude and willingness to learn are equally valued.
- Competitive salary
- Join a growing business with long-term development potential
- Varied role — no two days the same
- Small, friendly team culture
- Real opportunity to make an impact
- Stable, office-based role with progression opportunities