Technical Support Advisor

*Technical Support Advisor**Role Profile*Providing our customers with an exceptional service is key to our business and we are now looking for a Technical Support Advisor who can guide our customers through a smooth process when faced with any technical challenges.To excel in this role, you will be technically minded and have a passion for excellent customer service.This is a unique and exciting opportunity for someone who is looking to take the next step in their career as well as develop with the company as we continue to grow.*Main Responsibilities** Diagnose and resolve reported issues* Work with senior staff to resolve more complex issues* Providing customers with technical knowledge of the services & products we supply* Developing relationships with internal departments* Being an active contributor to the operational environment and participating in the long term goals for the business* Respond to network monitoring alerts* Help us achieve technical excellence within our network* Set up and update equipment and network monitoring* Support with the management and configuration of wired and wireless equipment and services* Respond to enquiries by phone, email and through the support ticket system* Record all information accurately against the customer and our Company records* Update and maintain support tickets with all relevant information* Other such reasonable duties within the general scope of the job title, at the Customer Service Manager and Technical Support Team Leaders discretion*Working hours*37.5 hours per week, these hours will be worked on a rota basis between the business hours of* Monday – Friday 9.00am – 7.00pm* Saturday 9.00am – 5.00pm* Sunday 10.00am – 1.00pmTo meet the needs of the customer, you will need to be flexible with your working hours*Experience required** Experience in IT technical support, customer service and VoIP* Experience in troubleshooting and diagnosing IT and network issues* Experience in 2nd line technical support (desirable)* A good understanding of DSL and technical experience in dealing with broadband* Knowledge of access point setup and router setup* Have a passion for delivering excellent customer service* Be engaging, friendly and confident to help us deliver a first-class end user experience for our customers* You must have excellent communication skills and an immediate rapport with customers* An ability to use multiple platforms/test portals both in house and with suppliers* An ability to prioritise own workload.* A willingness to expand on technical knowledge*Excellent Employee Benefits** Salary £22,558 per annum* 25 days annual leave, plus paid bank holidays* Up to 7% pension contribution* 4 times salary life insurance cover* Employee Incentive Scheme* Employee Referral Scheme* Perks at Work Scheme*About Grain*Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.Job Types: Full-time, PermanentBenefits:* Company pension* Cycle to work scheme* Free parking* Health & wellbeing programme* On-site parking* Referral programmeSchedule:* Monday to Friday* Weekend availabilityWork Location: In person