Telecoms Support Agent

Telecoms Support Agent
Full-Time | Permanent | Office-Based
Salary: £26,500 - £28,500 per year

About the Role

Join our growing team as a Telecoms Support Agent, helping customers resolve broadband, Wi-Fi, router and connectivity issues by phone and email.

No telecoms experience required — full training provided. We're looking for someone confident talking to customers, comfortable with computers and different systems, and who genuinely enjoys figuring out why something isn't working.

What You'll Be Doing

• Providing friendly, professional and efficient technical support
• Diagnosing broadband, Wi-Fi, router and connectivity issues by phone and email
• Asking the right questions to get to the root of a problem
• Running line, router, service and account checks via internal systems and supplier portals
• Identifying whether an issue relates to Wi-Fi, customer equipment, configuration, the broadband service, or the line itself
• Guiding customers through clear, easy-to-follow troubleshooting steps
• Raising and progressing faults with suppliers until resolved
• Keeping customers updated throughout
• Accurately logging contact, findings, actions and next steps
• Following procedures for consistent, correct handling
• Building your technical knowledge on the job
• Owning issues from start to resolution

What We're Looking For

Essential:

• Strong communication skills and a professional telephone manner
• A genuine interest in technology and problem-solving
• A logical, methodical approach to diagnosing issues
• Confidence using computers, systems and online portals
• Good attention to detail
• Ability to explain technical information clearly
• Patience and calm under pressure with frustrated customers
• A proactive, ownership-driven attitude
• Good organisation and time management
• Reliability and professionalism
• Ability to work independently and as part of a team

Desirable (not essential):

• Customer service, technical/IT support, or telecoms/broadband experience
• Call centre or contact centre background
• Experience with CRM or ticketing systems

Full Training Provided

You'll build knowledge in broadband services, Wi-Fi troubleshooting, routers and customer equipment, connectivity issues, line and service checks, fault diagnosis, supplier systems, and fault management — no prior telecoms background needed.

What We Offer

• Salary from £26,500 per year
• Full training and ongoing support
• Office-based role in a supportive team
• Free on-site parking
• Employee discount
• Progression and development opportunities

Work Location: In person

Pay: £26,500.00-£28,500.00 per year

Work Location: In person