Online Support Coordinator

Gloucester, UK
20 Jun 2019
28 Jun 2019
Contract Type
Full Time
Fasthosts Internet Limited is one of the largest internet technology businesses in the UK, and part of United Internet, Europe's leading Internet Technology group. We have a successful track record in providing the marketplace with innovative solutions, services and products.

Role Purpose:

Reporting to the Online Support Manager, the role holder will be an integral part of the Customer Services team; supporting the delivery of an excellent Customer Experience via self-service facilities and improving product take up.

The primary responsibilities for the role will be to develop and administer key tools such as the Oracle Service Cloud customer support sites and CRM system. Additionally the role holder will be responsible for creating, updating and publishing support material for the full range of Fasthosts products and services using a variety of media.

Duties & Responsibilities:

  • To administer and develop the Oracle Service Cloud CRM and internal support tools to meet the needs of customers and internal users on a BAU basis.
  • To actively manage, develop and improve the Fasthosts customer support sites, tools and online customer support experience.
  • To develop process flows that improve the customer experience of Fasthosts support and services.
  • Actively participate in projects involving Fasthosts implementation of Oracle Service Cloud and act as a technical contact for administering Oracle Service Cloud in these instances.
  • To represent Customer Services and liaise with other internal departments regarding the implementation of new products and services.
  • Plan, create and proof read Fasthosts support documentation and knowledgebase articles in a variety of formats / medians.
  • To ensure online support material is kept up to date and any new project implementation deadlines are met.
  • To deputise for the Online Support Manager when required to do so.

  • Customer focus
  • Planning and organising
  • Working together
  • Communication skills
  • Innovative and creative thinking
  • Concern for accuracy
  • Technical & professional expertise
  • Ability to self-manage

Skills & Experience required:

  • The ability to monitor, analyse and improve: understand customer behaviour and adjust levels/types of support accordingly.
  • Stay abreast of technology: learn what's new in the technologies that contribute to our industry and how they impact what we do.
  • Demonstrate strong industry awareness and incorporate any learning.
  • Ability to manage a varied and rapidly changing workload.
  • Ability to work to project deadlines and prioritise own workload to meet these deadlines.
  • Ability to use own initiative and show good problem solving techniques.

  • Good knowledge of web development languages, including Python, PHP, Laravel, CSS, JavaScript and SQL.
  • Good knowledge of development standards such as clean coding, testing and version control.
  • A Knowledge / background of the Internet Services Industry would be advantageous.
  • Knowledge of the following applications useful but not essential:

o Oracle Service Cloud

o Git

o Docker and Openshift

o NetBeans or other Development IDE

o Pencil

o Snag It

o Image editing software

o Microsoft project, Word, Excel, Access, PowerPoint, Visio

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