Web Hosting Support

5 days ago

Newcastle upon Tyne, United Kingdom Hostworld Full time

Job Summary:
Key Responsibilities:

- Provide first-level contact and convey resolutions to customer issues, primarily via customer support ticket
- Triage level 1/2 support queries and escalate accordingly to the designated level 3 tech level
- Provision and administer services provided to customers, including billing & invoicing related adjustments
- Track, route, and redirect problems to correct resources
- Walk customers through the problem-solving process where appropriate
- Follow up with customers and see problems through to resolution
- Utilise excellent customer service skills and seek to exceed customers’ expectations
- Ensure proper recording, documentation, and closure of support tickets
- Recommend procedure modifications or improvements to evolve and improve the customer experience
- Preserve and grow your knowledge of help desk procedures, products, and services

**Requirements**:

- Proven working experience in providing help desk support or in a similar coordination-based role
- Experience in web hosting environments including cPanel, Plesk and VPS services (training will be provided)
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- One call/ticket resolution mentality
- Working knowledge of help desk software, and remote assistance tools and managing ticket priorities in real-time
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues

Working Conditions:

- Full-time position with overtime available where business needs require this
- Remote-based role
- Travel will be required for training or meetings - frequently required within the initial 3-month probation period and transitioning primarily to remote meetings after this
- Core working hours: 9-17:30 mon - fri (37.5hrs per week)

We offer a competitive salary in a flexible and growing business. If you are passionate about IT and customer service and enjoy working in a fast-paced, supportive company, we would love to hear from you.

To apply, please submit your CV and cover letter, highlighting your skills and relevant experience.

**Salary**: £23,500.00-£28,750.00 per year

**Benefits**:

- Company pension
- Flexitime
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Newcastle upon Tyne, Tyne and Wear: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

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