Following the growth of their Hosting business they are looking for a friendly Technical Support Agent to join their active and dynamic support team in Lancaster. You will provide front-line telephone and live chat support to their thousands of Hosting clients working with state of the art tools. As part of your training you will become familiar with both the Magento eCommerce platform and the Wordpress CMS platform, as these are the most popular applications used by their clients on a day to day basis.
What you’ll be doing
Working within a rota based system, your work will vary between handling the initial ticket queries that arrive every day; answering queries via the telephone and live chat on the website; handling SSL and domain renewals and orders; handling client migrations between platforms; assisting with known or suspected website compromises, blacklists and security issues; improving your skills at foosball and pool; company level projects to resolve wide spread issues or targets across our platforms; contributing to our online guide and wiki presence; managing workloads and co-ordinating efforts between shared tasks within multiple departments; changing radio stations in the office based on quality and vocal approval; and contributing to the copious amounts of tea and coffee required to keep the engines running smoothly.
They are looking for a friendly and enthusiastic person who is confident providing customer service in a technical environment.
Must have:
- A strong technical foundation having successfully completed a basic technical training qualification such as an introduction to Linux course or a Plesk Academy course
- The ability to develop a good understanding of the ideas behind a process or a solution.
- A demonstrable ability to work alone and handle telephone calls from a broad variety of people
- Demonstrated their own interest in digital and an ability to improve themselves and learn
- Patience and the ability to explain technical solutions in everyday language
Ideally you will:
- Be familiar with magento and/or linux/Plesk or another e-commerce platform. More important is the ability to understand and explain these types of systems
- Already have worked in a technical support role
- Be a team member who can give advice and guidance to your colleagues and help more junior staff advance to mid-level and beyond.
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