Technical Support Advisor

Technical Support Advisor - Out of Hours

Function: Operations

Location: Remote

Job Purpose

The Operations team ensures the process from order to cash remains punctual, efficient, and that the client receives exceptional customer service.

The purpose of this role is to provide a first-class service to Focus Group customers through handling service queries as part of the Out of Hours team. The role also provides advanced technical support and issue resolution.

Principal Responsibilities / Duties

• Ensure that the customer is at the centre of everything the team does.
• Provide 1st and 2nd line support to customers for:
• Telephony
• Data
• IT Services
• Handle incoming queries through:
• Phone calls
• Emails
• Portal requests
• Live chat
• Respond to requests within agreed target times and meet personal performance targets.
• Diagnose, log, action, and follow through resolution cases, including escalations, while keeping customers informed of progress.
• Identify when issues cannot be fixed remotely and hand over cases to relevant departments for site visits.
• Take ownership of assigned cases, even when tasks are allocated to other teams, ensuring an excellent customer experience is maintained.
• Communicate with customers through the most appropriate method to resolve cases promptly and avoid unnecessary delays.
• Work with 3rd-party providers to resolve cases where required.
• Ensure cases are managed in line with agreed SLAs and seek Senior Engineer input where necessary.

Key Skills & Experience (inferred from responsibilities)

• Technical support (1st & 2nd line)
• Troubleshooting and incident management
• Customer service excellence
• SLA management
• Telephony, networking, and IT support knowledge
• Ticket management systems
• Escalation handling
• Written and verbal communication
• Stakeholder management
• Remote support experience

If you are interested in this position please share your updated resume. at rajat.singh@esolglobal.com

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