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Customer Service Technical Advisor

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360 Resourcing Solutions

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Location:
United Kingdom , Reading ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

30055.58 GBP / Year
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Job Description:

We are seeking a dedicated and customer-focused Technical Advisor to join our team. This role plays a crucial part in delivering remote technical support to our customers with telecare alarms. As a Technical Advisor, you will remotely contact customers in their homes to provide advice and guidance on telecare equipment faults. You will also provide basic user guidance, ensuring all equipment is functioning correctly and that users feel confident and supported. At times this service may be delivered in person, and within a customer’s home.

Job Responsibility:

  • Support the delivery of the company’s remote technical support and maintenance services by applying specialist knowledge and skills (training will be provided)
  • Liaise with customers to complete remote programming of pendants to ensure the pendant is active and functional
  • Triage automated device signals such as main failures or unit low batteries
  • ensuring the issue is resolved and the device is functioning, or a replacement is issued
  • Use Device Management Portals to program technology in clients’ homes and ensure the device is fully supported with the latest firmware
  • Promote understanding with service users of how their technology solution works, providing clear explanation, instruction and supporting literature
  • Effectively manage individual workload to deliver timely service in accordance with internal KPIs and external audits
  • Deliver excellent customer service when liaising with service users’ or their family to service and maintain equipment
  • At times, Maintain, repair or replace equipment on site, whilst on site ensuring safe working practices and work in line with company procedures. This may include basic DIY skills (e.g fitting a smoke detector, or keysafe)
  • Responsible for safe use of vehicles, tools and equipment in line with Taking Care policy and procedures

Requirements:

  • Excellent communication skills and ability to explain technical concepts in simple terms
  • Empathy and patience when working with older adults or people with disabilities
  • Professional and respectful demeanour in clients’ homes
  • Strong time management and ability to work independently
  • Attention to detail in documentation and reporting
  • Willingness to travel (a valid driving licence is required)
  • Ability to follow safeguarding and data protection protocols
  • Competence in MS Office and basic computing packages

Nice to have:

  • Experience with installation and maintenance of electronic or telecommunication equipment
  • Familiarity with telehealthcare devices (e.g., fall detectors, personal alarms)
  • Basic networking and connectivity troubleshooting (Wi-Fi, Bluetooth, mobile data)
  • Ability to read and interpret technical manuals and installation guides
  • Previous experience in telecare, healthcare, social care, or community support roles
What we offer:
  • 34 days holiday which is inclusive of bank holidays and your birthday off
  • Opportunity to partake in Shareplan
  • Life Insurance and Medical Insurance Lite
  • Wellness Programmes
  • Volunteering day
  • Pensions scheme
  • Long Service Awards, Discount Scheme, On-site Parking and Casual dress
  • Cycle to Work Scheme

Additional Information:

Job Posted:
March 14, 2026

Expiration:
March 30, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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