Technical Support Advisor - 1st Line (Make.Contact, a Focus Group Company)

Location: Swinton, Manchester (Hybrid – 3 days in office)

Salary: £25,500

Join Our Team at Make.Contact. Make.Contact is part of the established Focus Group family and 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 your technical skills in a supportive, collaborative environment.

What You'll Do

• Be the first point of contact for our valued customers, handling queries via phone, email, portal requests, and live chats
• Diagnose and resolve technical issues and keep customers informed throughout the process
• Manage cases end-to-end from logging to resolution, including escalations when necessary
• Collaborate with suppliers to ensure timely resolution of complex issues
• Meet agreed SLAs and targets while maintaining high standards of customer service
• Contribute to continuous improvement initiatives and best practice development

What We're Looking For

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

Desirable Qualifications

• CompTIA A+ certification or equivalent

What Makes You Perfect for This Role

You're someone who thrives in a collaborative team environment, enjoys helping customers solve technical challenges, is solution-focused, process-driven, and capable of juggling multiple priorities while maintaining excellent service standards.

Why Choose Make.Contact?

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

Ready to Apply?

If you're passionate about customer service and technical problem-solving, we'd love to hear from you. Apply to Make.Contact and join a team committed to delivering exceptional customer satisfaction.