Technical Support Advisor, 1st Line IT

Focus Group

1st Line Technical Support Advisor providing first-class customer service for Focus Group tech support. Handling customer inquiries via calls, emails, and live chats.

Posted 4/24/2026full-timeShoreham-by-Sea • 🇬🇧 United KingdomMid-LevelSenior💰 £28,000 per yearWebsite

About the role

Key responsibilities & impact

Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining.
To adhere and contribute to the company’s quality system and processes, and their maintenance.
Actively contribute to and promote the use of best practice and continual service improvement within the team.

Requirements

What you’ll need

Some experience in customer service or technical support roles.
Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
Accurate numeracy, written and data entry skills.
Detail oriented and proficient in in maintaining clear and accurate task and customer data.

Benefits

Comp & perks

Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
Give Back: Enjoy paid volunteering days to support causes you care about.
Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

customer servicetelephone mannercalm under pressurerapport buildingclear communicationadaptabilitydata gatheringanalytical skillstarget focuseddetail oriented