1st Line Support

£18,000 per year (+ potential monthly incentive bonus)
02 Dec 2017
13 Dec 2017
Contract Type
Full Time

An exciting opportunity has arisen for a Customer Support Advisor to join our vibrant and energetic technical support team. In this role, you will have responsibility for pre and post sales customer care, handling a broad range of questions and technical issues from customers via phone, email and LiveChat. This busy and varied customer focused role requires someone with a strong background in technical support and a passion for customer service. Our ideal candidate will have an excellent telephone manner and the ability to remain calm under pressure.

What you’ll be doing:

  • Provide professional and effective first line technical support to customers by telephone and email and LiveChat.
  • Resolve or escalate customer issues as necessary and ensure these are driven from first contact to resolution.
  • Ensure all issues are logged, escalated and communicated accurately and within the appropriate timeframes.
  • Manage customer expectations effectively and ensure the highest service levels are maintained at all times.

What we are looking for:

  • Previous experience within a customer support team/call centre handling high volume customer support calls via phone, email and LiveChat. Previous experience within a technical support team environment is preferred.
  • An interest in or experience working in IT/Technology.
  • Excellent spoken and written English skills - both verbal and written communication skills are essential with the requirement to communicate professionally with customers via the telephone and email.
  • Strong Microsoft IT skills (inclusive of Outlook, Word, Excel).
  • Ability to deal with customer queries in a courteous and empathetic manner.
  • Ability to convey technical information to customers with limited technical knowledge.
  • Knowledge of FTP, Domain Name and Hosting industry is desirable.
  • The ability to drive customer calls through to resolution, following up and monitoring escalated work when needed.
  • A team player, used to working collaboratively to achieve targets and drive company performance.
  • The ability to work autonomously and manage work load fairly.
  • A can-do attitude and approach to work.
  • Flexibility to support the team roster pattern.

When you will be working:

This is a full-time permanent position working 37.5 hours per week. A rotating shift pattern is in place to cover a 7 day working week with shifts from 0800-1630, 0900-1730 and 1330-2200.

About the Company:

  • We are a leading UK domain name and web hosting company with a reputation for great design and usability.
  • From individuals to SME's to corporates, our customer base is wide and varied. Each group provides exciting challenges and opportunities for us to explore.
  • We have a great team of talented individuals focused on growing the business. We encourage innovation and creativity wherever we can.
  • Our friendly and informal atmosphere provides a great opportunity for career progression in a fast paced, cutting edge technology environment.

Other reasons to work for us:

  • Company Pension
  • Holiday entitlement - 26 days per year (including a day for your birthday)
  • Childcare Voucher Scheme
  • Subsidized local gym membership
  • Secure Bike Storage
  • Free fruit delivered twice a week
  • Frequent team events
  • Games Room
  • Relaxed working environment
  • Uniform for those who want it
  • Lovable company mascot
How to apply:

If you are interested in the role please send in a cv and covering letter via the 'Apply' button.

Please note that as part of the recruitment process a criminal record check will be carried out by an authorized third party.

This job was originally posted as www.cwjobs.co.uk/job/77604672