Job Title: Technical Advisor
Location: Gurgaon (Work From Office)
Experience: 1–4 Years
Employment Type: Full-Time
Company: Cuckoo and Onestream
Joining: Immediate Joiners Preferred
About Ridown Technology:
Ridown Technology is a leading Managed Service Provider (MSP) based in Gurugram, India, delivering comprehensive IT and business support services to a diverse portfolio of companies. As part of the Ridown Group, we support brands including Onestream, WeBuyAnyPhone.com, and Cuckoo and CyberSentry, providing expertise across IT infrastructure, cloud services, cybersecurity, customer support, and business operations. Our focus is on delivering efficient, scalable, and innovative solutions that enable our partner companies to concentrate on their core business while we manage the operational backbone.
About the Role:
We are looking for a Technical Advisor – UK Broadband Support to assist UK customers with their Wi-Fi, broadband, router and internet connectivity issues.
The ideal candidate should have hands-on experience in ISP, broadband or technical customer support and should be comfortable troubleshooting connectivity issues over the phone.
This role requires strong technical probing, logical troubleshooting and customer-handling skills. The candidate should be able to understand the customer's issue, identify the root cause and guide them through step-by-step troubleshooting.
Key Responsibilities:
- Provide technical support to UK customers through inbound and outbound calls.
- Troubleshoot Wi-Fi, broadband, router and internet connectivity issues.
- Perform effective probing and diagnosis to understand the customer's technical issue.
- Wi-Fi connectivitySlow or intermittent internetRouter/modem issuesNo internet connectionDevice connectivityEthernet/LAN connectivityCables and physical connectionsRouter lights/status indicators
- Assist customers with router setup, basic configuration and connectivity checks.
- Guide customers through step-by-step troubleshooting while ensuring a positive customer experience.
- Understand and troubleshoot Wi-Fi frequency/band-related issues, including 2.4 GHz (Band 5) and 5 GHz (Band 6) where applicable to the customer's router/network setup.
- Identify whether an issue is related to the router, Wi-Fi, cables, customer device or broadband connection.
- Carry out basic network and connectivity checks before escalating an issue.
- Provide clear and simple technical instructions to customers who may have limited technical knowledge.
- Escalate unresolved or complex technical issues to the relevant internal/supplier teams.
- Maintain accurate records of troubleshooting steps and resolutions in the CRM/ticketing system.
- Meet operational KPIs including CSAT, Quality, Productivity and Resolution/TAT.
- Stay updated on broadband products, router technology and troubleshooting processes.Required Technical Knowledge:Candidates should have a good understanding of:
Broadband and ISP troubleshootingWi-Fi connectivity and configuration2.4 GHz and 5 GHz Wi-Fi bandsRouter/modem troubleshootingRouter lights and status indicatorsEthernet/LAN cables and physical connectionsInternet connectivity troubleshootingDevice-to-router connectivityBasic LAN/WAN conceptsIP address and DNS fundamentalsBasic networking conceptsModems and network devicesBasic router configurationTicketing and CRM systemsRequired Skills & Experience:
- 1–4 years of experience in Technical Support, Broadband Support, ISP Support or Technical Customer Service.
- Prior experience handling UK customers or working in an international voice process.
- Experience troubleshooting Wi-Fi, broadband, router and connectivity issues.
- Strong technical probing and diagnostic skills.
- Ability to troubleshoot an issue logically rather than simply following a script.
- Strong verbal communication skills in English.
- Good customer-handling and active-listening skills.
- Ability to explain technical solutions in a simple, customer-friendly manner.
- Strong problem-solving and analytical skills.
- Comfortable handling customers over inbound and outbound calls.
- Basic knowledge of CRM/ticketing systems; Salesforce knowledge is preferred.
Ideal Candidate Profile:
We are particularly looking for candidates who have worked in:
- ISP / Broadband Technical Support
- UK Broadband Customer Support
- Wi-Fi / Router Technical Support
- Telecom Technical Support
- Network Support – L1
- Internet Connectivity Support
- Technical Helpdesk / Service Desk
Desired Competencies:
- Technical Troubleshooting
- Strong Probing Skills
- Logical Thinking
- Problem Solving
- Active Listening
- Customer-Centric Approach
- Ownership & Accountability
- Clear Communication
- Patience & Empathy
- Ability to work under pressure
- Team Collaboration
What We Offer:
1. Friendly and supportive work culture
2. Both-side cab facility
3. Fixed shift options: 1:00 PM – 10:00 PM, or 2:00 PM – 11:00 PM
4. Career growth and internal development opportunities
5. Comprehensive training and continuous learning support
6. Stable, full-time employment with a growing organisation
Pay: ₹500,000.00 - ₹5,340,000.00 per year
Work Location: In person
