​The role:
As a Technical Support Advisor at toob, your role will be to support the Customer Service team by handling complex customer diagnostics and resolving faults. You will assist customers by discussing and resolving technical issues on our network or in their homes using friendly, non-technical language. Additionally, you will collaborate with internal and external teams to ensure that customers without service are managed effectively and within SLA’s.

• Provide technical support (2nd line) directly to customers in a friendly and accessible manner.
• Diagnose and resolve complex broadband and service activation issues for Customer Service advisors and engineers.
• Investigate and resolve faults related to broadband installations and live services.
• Collaborate with internal support teams to address service faults and escalations, ensuring timely resolution.
• Monitor service visit appointments to ensure adherence to SLAs, escalating where needed to minimise customer impact.
• Support faults for business customers, working to meet 48-hour SLA targets.
• Act as a key link between Customer Service, Network, and IT teams to address customer-impacting issues and keep relevant teams updated.
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​toob Benefits:

• A positive, collaborative, and supportive work environment
• Annual leave - 25 days
• Annual Bonus
• Group Pension
• Group Critical Illness
• Private Medical Scheme
• Development opportunities

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