Mobile Support Advisor

Job Title:             Mobile Support Advisor         

Location:             Farnborough/Hybrid

Salary:                 £23,875 - £24,500 BOE

Contract type:   Permanent

#LI-Hybrid

About your role

We are currently looking for 2 Mobile Support Advisors to join our Support team in Farnborough! In this role, you’ll deliver exceptional service to our mobile customers, ensuring every interaction meets the highest standards of accuracy and professionalism. You’ll provide comprehensive support and resolve issues in line with agreed SLAs, making a real impact on customer satisfaction.

Please note that this role is a hybrid based in our Farnborough office. You will be required to work on site 3 days a week which is usually Tuesday-Thursday alongside the team.

What you'll do

• Support customers alongside the Mobile Support team via calls and cases
• Own and manage customer tickets in the ARO database, ensuring SLA compliance
• Prepare quotes, process hardware and customer orders, manage stock, and handle billing charges
• Liaise with third-party suppliers and internal teams to ensure timely delivery, updates, and resolutions
• Provide product, network, and troubleshooting support, routing tickets to the appropriate teams
• Maintain accurate customer documentation and database records
• Prioritise and manage workload, including weekly/monthly individual tasks
• Assist management with escalations, sensitive issues, reporting, and general workload
• Attend and contribute to weekly and monthly meetings
• Build strong working relationships across teams to deliver exceptional customer account management

One of the roles will have more responsibility supporting our VIP customers and will be working on the following as an addition:

• Support customers alongside the Mobile Support team via calls, emails, and tickets, including dedicated support for VIP customers
• Own and manage customer tickets in the ARO database, ensuring SLA compliance and prioritisation of VIP accounts
• Act as a key point of contact for VIP customers, providing proactive updates and high-touch service

Requirements

What we are looking for?

Essential

• Experience working within a customer facing role
• Previously worked in a role having to problem solve and learn products and processes within a timely manner
• High level of attention to detail
• Experience working in a fast paced environment
• Understanding/working knowledge of Microsoft Office
• Excellent communication skills

Desirable

• Previous experience working in an MSP/Similar role

Benefits

Who are we?

Aro has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change. 

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.