Technical Support Advisor - 1st Line

Technical Support Advisor - 1st Line - Make.Contact (A Focus Group Company) 

Location: Swinton, Manchester (Hybrid 3 days a week office) 
Salary: £25,500 

Join Our Team at Make.Contact 

Make.Contact, part of the established Focus Group family, is seeking a dedicated Technical Support Advisor to join our dynamic Managed Services team. This is an excellent opportunity to provide first-class customer service while developing your technical skills in a supportive, collaborative environment. 

What You'll Do 

As a Technical Support Advisor, you'll be the first point of contact for our valued customers, ensuring they receive exceptional service and technical support: 

• Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats 

• Diagnose and resolve technical issues while keeping customers informed throughout the process 

• Manage cases end-to-end from initial logging through to resolution, including escalations when necessary 

• Collaborate with suppliers to ensure timely resolution of complex issues 

• Meet agreed SLAs and targets while maintaining the highest standards of customer service 

• Contribute to continuous improvement initiatives and best practice development 

What We're Looking For 

Essential Requirements 

• Customer service or technical support experience 

• Exceptional communication skills with the ability to remain calm under pressure and build rapport with customers 

• Clear verbal and written communication with the ability to adjust your approach for different audiences 

• Process-oriented mindset with adaptability when procedures evolve 

• Strong analytical skills for effective problem-solving and data gathering 

• Target-focused approach with excellent prioritisation and time management abilities 

• Attention to detail with accurate data entry and record-keeping skills 

Desirable Qualifications 

• CompTIA A+ certification or equivalent technical qualifications 

What Makes You Perfect for This Role 

You're someone who thrives in a collaborative team environment and genuinely enjoys helping customers solve their technical challenges. You're solution-focused, process-driven, and comfortable juggling multiple priorities while maintaining excellent service standards. 

Why Choose Make.Contact? 

• Part of the established Focus Group with a strong reputation for excellence 

• Collaborative team environment where knowledge sharing is valued 

• Professional development opportunities in a growing managed services division 

• Clear progression pathways with structured support and training 

• Modern working environment with up-to-date systems and processes 

Ready to Apply? 

If you're passionate about customer service and technical problem-solving, we'd love to hear from you. Join Make.Contact and become part of a team that's committed to delivering exceptional customer satisfaction. 

Apply now to start your journey with Make.Contact, a Focus Group company.