Are you a tech-savvy problem solver with a passion for helping people?
We're looking for a Level 1 Technical Customer Support Agent to join our growing team at Alncom, a leading Internet Service Provider in the telecoms sector based in Northumberland. In this customer-facing role, you'll be the first point of contact for customers experiencing technical difficulties. You’ll help keep households and businesses online by providing support with internet access issues, device connectivity, Wi-Fi technologies, and infrastructure troubleshooting.
What You’ll Do:
- Respond to customer queries via phone, email, or chat in a professional and empathetic manner
- Diagnose and resolve basic internet and network connectivity issues
- Guide customers through troubleshooting steps for devices, routers, and Wi-Fi configurations
- Escalate complex technical problems to higher-tier support teams when necessary
- Log all customer interactions and technical steps accurately in the support system
- Stay up to date on products, services, and standard troubleshooting processes
What We’re Looking For:
- A passion for customer service and a calm, clear communication style
- Basic technical knowledge of home internet, routers, and Wi-Fi technologies
- Ability to work flexible shifts, including evenings and weekends
- Strong problem-solving skills and a desire to learn
- Previous experience in a customer support or technical help desk role is a plus
What We Offer:
- Full-time position with a rotating shift schedule, which includes evening and weekend working
- Comprehensive training and support from day one
- Opportunities to grow within a dynamic and expanding telecoms company
- A collaborative team environment where your ideas matter
Job Type: Full-time
Pay: £12.71 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Free fitness classes
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
