Technical Support Advisor 1st Line

We’re Hiring – Technical Support Advisor 1st Line

Salary – Up to £28,000

Location – Shoreham by Sea

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

In this role, you'll provide a first-class customer service to Focus Group customers through handling of first line service queries, as part of our Managed Services team.

Key Responsibilities:

• Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
• To adhere and contribute to the company’s quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

Skills & Experience:

• Some experience in customer service or technical support roles.
• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• Detail oriented and proficient in in maintaining clear and accurate task and customer data.

Nice to have:

• Certification such as CompTIA A+.

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!