Technical Support Advisor

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Location
Manchester
Specialism
Customer Service
Advertising Salary to Display
£9.60 - £10.77 per hour
Site Name
Manchester
Vacancy Type
Permanent
Hours Per Week
37.5
Job Grade
Midcounties Career Framework Level 4

About the Role:

Your Coop Utilities are looking for a Technical Support Advisor to join our society. We’re a unique multi-sector group operating in Food, Childcare, Travel, Post Office, Healthcare and Utilities, meaning you will get a breadth of experience in a collaborative and fast-moving organisation. No two days will ever be the same! 

At Your Coop, you will be part of business that puts people at the heart of everything they do. What makes us different?

The money you help us make is returned to our members and communities. We are a cooperative which means we share a third of our profits to our members and invest a third in our community support initiatives. In a profit-driven world, we are the difference. 

We’re proud to be owned by our members, and we’d love to be owned by you. 


As a Technical Support Advisor, you will be responsible for:

Handle telephone and email enquiries from existing customers in a professional but friendly way ensuring customer needs are met.
Understand customer needs and identify root cause of any faults with the service.
To identify and rectify faults, liaising with our suppliers and other department members.
Ensure effective and timely communication is maintained with the customer throughout the life of faults.
Identify customer delivery issues during the fault cycle and escalate appropriately.
To maintain up-to-date and accurate customer information.
To communicate with our suppliers in order to swiftly resolve any customer faults/issues following clearly set out escalation points.

About You:

To be a successful candidate for this role you will need: 
 
A knowledge of is required; in particular ADSL, VDSL and FTTP, email clients and servers
POP/IMAP, wireless configuration and a knowledge of Windows/Mac, IOS/Android. 
Candidates will have a good understanding of networking, wireless, Ethernet, pinging, traceroutes, general telecoms knowledge, how to set up a router.
Experience of mobile diagnostics and repairs.
Experience of dealing with customers over the phone and via email.
Good knowledge of customer care processes and the ability to learn new methods

Why Join Us?

You may be thinking what makes Your Coop unique? Why should I join? Here are three reasons why you should join the society! 

1. Community – We put our people at the heart of everything we do and are never afraid to offer a helping hand 
2. Culture – We have a flexible and unique working culture where everyone has the platform to voice how we can do better
3. Opportunity – We pride ourselves on the foundation that everyone should have the ability to grow and prosper

Joining us means you will be part of something amazing and it also means you will have access to lots of great benefits including:

10% Coop Discount (20% every payday weekend on food)  
Coop Exclusive Discounts (Who doesn’t love a discount) 
22 Days Annual Leave (Because we all need a break)
Hybrid Working (Making sure you achieve a work life balance)  
Access to the Electric Vehicle Scheme (Making the journey greener) 
Coop Society Membership (Because we want to know how we can do better)  
3 Days a Year for Volunteering Hours (Now more than ever we need to support one another)
GroceryAid Colleague Support (Because sometimes we all need a helping hand) 
Refer a Friend Reward Scheme (We want everyone to shout how a business should be run)
Training and Development Opportunities (Because everyone can be themselves)
Death in Service x2 Annual Salary (Incase the worst should happen) 

Apply now to begin Your Coop journey!

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