Line 1 Technical Support Advisor

Job Description

GoFibre is seeking a Line 1 Technical Support Advisor to join their team in Edinburgh. This role is a hybrid position, offering a mix of remote and on-site work.

The Role Involves:

• Serving as the first point of contact for customers seeking technical assistance.
• Diagnosing and troubleshooting basic technical issues.
• Recording, prioritizing, and tracking customer queries in the ticketing system.
• Providing clear and helpful guidance to customers.
• Following standard procedures for incident resolution.
• Collaborating with internal teams to gather information and update documentation.
• Maintaining up-to-date knowledge of company products and services.
• Performing routine system checks and monitoring alerts.

Requirements:

• Recent customer service experience in a fast-paced environment.
• Customer-centric approach with patience and empathy.
• Excellent verbal and written communication skills.
• Understanding or interest in basic networking concepts.
• Problem-solving skills to quickly diagnose and resolve technical issues.
• Familiarity with using ticketing systems.

GoFibre Offers:

• 31 days holiday
• Discounted gym membership
• Enhanced pension
• Private healthcare
• Employee wellbeing support
• Career coaching