Technical Support Advisor - 1st Line

Location: Swinton, Manchester (Hybrid 3 days a week office)

Salary: £25,500

Join Our Team at Make.Contact

Make.Contact, part of the Focus Group family, is seeking a dedicated Technical Support Advisor to join our Managed Services team. This is an excellent opportunity to provide first-class customer service while developing technical skills in a supportive environment.

What You'll Do

• Be the first point of contact for customers, ensuring exceptional service and technical support
• Handle diverse customer queries via phone, email, portal requests, and live chats
• Diagnose and resolve technical issues and keep customers informed
• Manage cases end-to-end from logging to resolution, escalate when necessary
• Collaborate with suppliers to ensure timely resolution of complex issues
• Meet SLAs and maintain high standards of customer service
• Contribute to continuous improvement initiatives and best practices

What We're Looking For

• Customer service or technical support experience
• Exceptional communication; ability to remain calm under pressure and build rapport
• Clear verbal and written communication; adapt approach for different audiences
• Process-oriented mindset with adaptability as procedures evolve
• Strong analytical skills for problem-solving and data gathering
• Target-focused with prioritisation and time management abilities
• Attention to detail with accurate data entry and record-keeping

Desirable Qualifications

• CompTIA A+ certification or equivalent technical qualifications

What Makes You Perfect for This Role

You thrive in a collaborative environment and enjoy helping customers solve technical challenges. You are solution-focused, process-driven, and comfortable juggling priorities while maintaining service standards.

Why Choose Make.Contact?

• Part of the Focus Group with a strong reputation for excellence
• Collaborative team environment and knowledge sharing
• Professional development opportunities in a growing managed services division
• Clear progression pathways with training and support
• Modern working environment with up-to-date systems

Ready to Apply?

If you are passionate about customer service and technical problem-solving, apply to Make.Contact to join a team dedicated to exceptional customer satisfaction.

Apply now to start your journey with Make.Contact, a Focus Group company.

Other Featured Roles (Selected)

Technical Support Advisor – 1st Line and related roles across various locations and clients are listed in the description blocks above. These postings include responsibilities such as handling FTTP network provisioning, incident management, and customer-facing support for telecoms products, hybrid working arrangements, and salary ranges around £20.32PH with overtime and 22 days holiday + 8 days, as applicable per role.

Note: This refined description retains core job-related information and removes extraneous boilerplate and site-only notices. Expiry markers were not found in the provided text; if the role closes, indicate expiry accordingly.