Customer Technical Support Advisor

Location: Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG

Department: Customer Service

Customer Technical Support Advisor

Looking to build a career in tech? Join GoFibre and gain hands-on technical support experience with one of Scotlands fastest-growing broadband providers.

Location: Edinburgh (Hybrid)

Salary: £25,000 - £28,000 per annum (depending on experience)

Shift Pattern: Monday to Friday shifts between 8am-8pm and weekends on a rotational basis

At GoFibre, were on a mission to transform communities with lightning-fast broadband, and were looking for a technically minded problem solver to join our growing Technical Support team.

This is a hands-on technical support position where you’ll be speaking with customers every day, investigating faults, troubleshooting connectivity issues, identifying major incidents and helping to keep our customers connected.

Its a fantastic opportunity for someone with an interest in IT, networking, broadband, or technical troubleshooting whos looking to build real technical experience. Youll gain exposure to more complex Line 2 investigations, broaden your technical knowledge, and develop skills that can open doors to future opportunities.

Were looking for someone who enjoys solving problems, loves getting to the bottom of technical issues, and understands that not everyone is a tech expert. Youll be able to translate technical jargon into plain English, show patience when helping customers, and deliver a great experience even when dealing with complex faults.

What You’ll Be Doing

No two days are the same, but you can expect to:

• Troubleshoot broadband, connectivity and service faults for our customers.
• Investigate major incidents, network issues and wider service disruptions.
• Provide technical support via phone, email, web chat and ticketing systems.
• Own customer faults from initial diagnosis through to resolution.
• Escalate complex issues to our 2nd Line Technical Support team while remaining the key contact for the customer.
• Monitor systems and alerts to identify and address potential issues early.
• Grow your technical skills and become a trusted GoFibre expert.

What Were Looking For

Youll thrive in this role if you have:

• A genuine interest in technology, broadband, networking or IT support.
• Experience troubleshooting technical issues, either professionally, academically or through personal interest.
• Strong communication skills with the ability to explain technical issues clearly to non-technical customers.
• A customer-focused approach and the patience to support people with different levels of technical confidence.
• A naturally curious mindset with strong problem-solving skills.
• A positive attitude and eagerness to learn and develop within a technical environment.

What’s in it for you?

• The opportunity to kickstart your career in technical support.
• Ongoing learning and development.
• A collaborative and supportive team environment.
• The chance to work for one of the UKs fastest-growing broadband providers.
• A role where youll make a genuine difference to customers every single day.

Plus you’ll get:

• 31 days holiday
• Discounted gym membership
• Enhanced pension
• Private healthcare

Ready to Get Connected?

If youre passionate about people, curious about technology, and excited by the idea of building a career in tech, wed love to hear from you.

Apply today and help us keep our customers connected.

www.gofibre.co.uk

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