Customer Service Advisor

As a Customer Service & Support Agent, you will be the first point of contact for our customers, providing exceptional support across our telephony and connectivity services. You will manage customer enquiries, troubleshoot issues, coordinate with suppliers and engineers, and ensure customers receive prompt and effective resolutions.

Guru Technology Limited is a growing provider of business telephony, connectivity, and IT communication solutions. We pride ourselves on delivering outstanding customer service and reliable technology that helps businesses stay connected. We are looking for a friendly, organised, and customer-focused Customer Service & Support Agent to join our team in Northampton.

Key Responsibilities

• Provide first‑line customer support via telephone, email, and support tickets.
• Handle customer enquiries relating to business phone systems, broadband, connectivity, and hosted telephony services.
• Diagnose and troubleshoot customer issues, escalating where necessary.
• Log, monitor, and manage support tickets through to resolution.
• Liaise with network providers, suppliers, and third‑party partners to resolve faults.
• Keep customers informed with regular updates on the progress of their enquiries.
• Assist with service provisioning, customer onboarding, and account administration.
• Maintain accurate customer records and documentation.
• Meet service level agreements (SLAs) and internal performance targets.
• Identify opportunities to improve customer satisfaction and internal processes.

Essential Requirements

• Previous experience in a customer service or technical support role.
• Excellent telephone manner and communication skills.
• Strong problem‑solving abilities.
• Good organisational and time‑management skills.
• Confident using Microsoft Office and CRM or helpdesk systems.
• Ability to work independently and as part of a team.
• Professional, positive, and customer‑focused attitude.

Desirable

• Experience within telecommunications, VoIP, broadband, networking, or IT support.
• Knowledge of hosted telephony platforms.
• Experience working with business customers.
• Familiarity with ticketing systems and service management processes.

Personal Attributes

• Friendly and approachable.
• Calm under pressure.
• Eager to learn new technologies.
• Detail‑oriented and accurate.
• Reliable and dependable.
• Passionate about delivering excellent customer service.

What We Offer

• Competitive salary of £25,000-£30,000 depending on experience.
• Monday to Friday working hours (9:00am-5:00pm).
• Ongoing training and development.
• Opportunities for career progression.
• Supportive and friendly working environment.
• Paid annual leave plus bank holidays.

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