Technical Customer Support Advisor (Liverpool City Centre)

You’ll be the first point of contact for our customers, supporting them through channels including phone and webchat.

The role is desk based, currently based in our Liverpool city centre office. It’s currently a 9:00am to 5:30pm role, Monday to Friday. But that’ll change as we grow, and evenings and weekends are likely to be introduced at some point.

Because of the fast-paced nature of our business, we also want a Support team who lean in to help us design the future of how we do things., * Act as the first point of contact for residential and business customers delivering exceptional customer service at every interaction.

• Diagnose and resolve broadband, connectivity, and networking issues, escalating complex cases where necessary.
• Monitor and manage customer tickets, support inboxes, and service requests, handling all enquiries within agreed service levels.
• Take ownership of customer complaints and service issues, retaining ownership from start to resolution.
• Help with onboarding new customers, ensuring a smooth transition into Fibre Nova services.
• Maintain accurate customer records within CRM and ticketing systems, ensuring all customer interactions are documented effectively.
• Collaborate closely with Operations, Sales, Network, and technical teams to ensure seamless issue resolution and service delivery.
• Help us build 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.
• Identify recurring issues, working with the wider business to find long term solutions.
• Actively contribute to the continuous improvement of processes, systems, and procedures to enhance efficiency and customer satisfaction.

First and foremost, we need you to be good at learning new and technical concepts quickly, be naturally great with customers, and be a team player that we’re glad to have around.

Beyond this, we’ll need you to:

· Be a great communicator, both written and verbally

· Be a self-starter and a problem solver, showing us that you take ownership of providing great outcomes for everyone

· Be confident using Microsoft 365 and comfortable learning our CRM and customer ticketing systems.

· Build strong relationships with customers, colleagues, and stakeholders, using your naturally strong engagement skills.

· Adapt well to shifts in pace and workload, jumping in wherever it’s needed

· Be a natural collaborator, challenging us when you don’t think something is right

· Get involved in your growth, so it’s a joint effort.

It’ll be a bonus if you have experience in Telecommunications and/or VOIP technologies

Fibre Nova is a rapidly growing Internet Service Provider, dedicated to providing high-speed broadband to communities and businesses.

We build our own networks, in the communities we serve, with engineers who live nearby. We own the infrastructure. We manage it. We support it. From the moment fibre goes into the ground to the moment our customers ring us with a question. It’s the same company, ours, at every step.

Because of this, we are growing our customer support into something special. We need people who learn quickly, intuitively know how to engage customers in natural and human ways (not tired old Contact Centre ways), and who will contribute to, and challenge, how we do things.

You’ll join a small, close-knit team who are already doing this. We all get on, we are all teaching each other new things, and we all pile in when something needs sorting, no matter what it is.