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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Service Advisor - **Company:** The Fibre - **Location:** Liverpool, UK - **Experience:** Experienced - **Salary:** £26,500.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Network Troubleshooting - **Published:** June 10, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=654674839882860b ## About the Role Do you have experience in Technical support?, * Customer service experience, preferably within a technical role - 3 years * Experience using a CRM and customer ticketing system * Experience with problem solving and providing solutions to customers * Ability to collaborate with other departments to deliver solutions based on problems faced * Confidence in building your own knowledge through research and development within the industry ## Description Are you looking for a desk-based technical customer service/support role? We'd love to connect with you to discuss your experience! At Fibre Nova, we are a fast-paced and growth-focused business dedicated to delivering an exceptional customer experience. We're seeking adaptable individuals who are passionate about broadband technology and technical support. If you put customers first and strive to provide top-notch service, we want you on our team. In this role, you'll be the first line of support for our customers, confidently resolving their enquiries in a timely manner through phone, email, and webchat. Join us, and help us continue to provide a seamless, high-quality experience for every customer. Your input is key - you can make a difference by offering advice and feedback on current methods. Together we can ensure our customer experience is top notch!, * Act as the first point of contact for residential and business customers via telephone, email, and webchat, delivering exceptional customer service at every interaction. * Diagnose and resolve broadband, connectivity, and networking issues, escalating complex cases where necessary. * Proactively monitor and manage customer tickets, support inboxes, and service requests, ensuring all enquiries are handled within agreed service levels. * Take ownership of customer complaints and service issues, ensuring timely resolution and maintaining a positive customer experience throughout. * Build strong relationships with customers by communicating clearly, professionally, and empathetically. * Identify recurring customer issues and work with the wider business to implement long-term solutions. * Support the continuous improvement of customer service processes, systems, and procedures to enhance efficiency and customer satisfaction. * Provide feedback and recommendations on customer experience initiatives, helping Fibre Nova deliver best-in-class service. * Maintain accurate customer records within CRM and ticketing systems, ensuring all customer interactions are documented appropriately. * Collaborate closely with Operations, Sales, Network, and Technical teams to ensure seamless issue resolution and service delivery. * Monitor customer trends and identify opportunities to improve service performance and reduce customer effort. * Contribute to the development of internal knowledge bases, support documentation, and troubleshooting guides. * Stay up to date with Fibre Nova products, services, and industry developments to provide accurate support and advice. * Promote Fibre Nova's customer-first culture by consistently putting the customer at the heart of every decision and interaction. * Assist with onboarding new customers and ensuring a smooth transition into Fibre Nova services. * Support business growth by identifying opportunities to improve operational processes and customer retention. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Startup Presentation: Dealing with the bug Mafia](https://www.wearedevelopers.com/videos/1175-startup-presentation-dealing-with-the-bug-mafia) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)