Technical Support Advisor -2nd line

Job Purpose

In this role, you'll deliver exceptional 2nd line technical support to healthcare customers using hosted telephony and contact centre solutions. You'll play a key part in maintaining and improving the service experience for our Hosted Health clients, resolving escalated queries from 1st line, and ensuring cases are managed to resolution within SLA.

Key Responsibilities

• Handle cases functionally escalated from 1st line, ensuring these are assigned, prioritised, and resolved efficiently.
• Provide technical support for Hosted Health customers, diagnosing and resolving hosted voice issues for healthcare sector customers.
• Investigate and resolve issues that cannot be fixed remotely, arranging site visits where necessary.
• Ensure accurate logging, updates, and closure of cases, keeping customers informed at every stage.
• Proactively make outbound calls to progress cases and avoid unnecessary delays.
• Work closely with suppliers to escalate and resolve service-impacting issues, maintaining strong communication with the customer.
• Configure hosted telephony systems and carry out changes in line with customer requirements.
• Support service adoption and optimisation for healthcare customers using hosted voice solutions.
• Monday to Friday, 09:00 - 17:30

Skills & Experience

• Essential: Experience in a customer-facing telecoms technical support role (not general IT support).
• Strong working knowledge of Gamma Horizon; Horizon Contact experience highly desirable.
• Preferably experience supporting healthcare sector customers in a technical capacity (telecoms/PBX hosted voice).
• Understanding of on-premises phone systems and PBX basics.
• Strong customer service skills with the ability to translate technical information clearly and effectively.
• Experience with ITSM/CSM case management tools and incident management processes.
• Able to assess when to escalate to 3rd line to maintain a positive customer experience.

Why Join Focus Group? 

At Focus Group, we're all about creating an environment where our security professionals can thrive and make a genuine impact on client organizations. Joining us means being part of a supportive, inclusive culture where we celebrate achievements, big and small. We value every individual's contribution and believe that together, we can help our clients build truly resilient security programs. 

If you're ready to take on a challenging and rewarding role that allows you to shape security strategy at the highest levels, we'd love to hear from you. Let's build something special together. 

Benefits: 

At Focus Group, you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve brilliant things and make a real difference to the future of our business. 

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's Best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London and the South East, recognising our commitment to culture and ESG.