Web Hosting Tech Support

2 days ago

Nottingham, United Kingdom Lyrical Host Full time

If you’re a night owl (or happy to work weekends) and naturally love helping people and making a positive impact through tech support, this could be the ideal role for you.

Every member of our team is fully dedicated to helping customers, and you need to be a keen and relentless problem-solver. This isn’t a casual, easy, or "just for now" kind of job, but it’s very rewarding - you’ll gain a few thousand new best friends, developall kinds of new skills, and learn a lot from the team around you.

Often, you’ll be communicating with people who don’t have a ton of confidence in their technical understanding and have no one else to help them, so they’re relying on you to provide the best information for them and the right answers to help them achieve theirgoals.

With customers in over 50 countries, we have a lot of peak hours. This full-time role covers your preference of either weekends or late shifts (to at least midnight) on an ongoing basis. On passing probation and training, work from home/while travelling isan option, and optional paid overtime is also available.

**Main tasks**:

- Responding to customer support tickets accurately and efficiently (these can be anything from a simple and direct "How do I reset my password?" to a more complex and vague "Why is my site being weird?").
- Identifying the sources of people’s tech issues, getting to the real questions, fixing issues, and answering in ways they find helpful.
- Tailoring communication & providing appropriate assistance for customers with visual impairments, autism, anxiety, and more.

**Secondary tasks**:

- Learning more about all the software, tools, and platforms we and our customers use, including Pinterest, Moz, ad networks, common WordPress plugins, etc.
- Writing, reviewing and updating articles for our support database.
- Keeping up to date with our Facebook group, Twitter, and blog.
- Recurring admin tasks such as approving orders and checking domains.

**Essential**:

- Experience in providing tech support, especially in an environment where replies within 15 minutes to an hour are expected.
- Some technical knowledge of WordPress (e.g. understanding of config files and the WordPress database and plugin troubleshooting).
- Genuine passion for helping people fix problems and achieve goals.
- Great customer service communication skills (including good written English, a friendly and approachable tone, and the ability/desire to tailor answers based on a given customer’s technical understanding).
- Strong interest in learning about web things outside hosting that are important to our customers, in enough detail to be able to help and advise them.
- You don’t run your own hosting business or have hosting clients.
- Self-motivated, exceptional work ethic and great attention to detail.

**Desirable**:

- At least a year’s experience in shared web hosting tech support with a strong customer service focus (no selling, no scripted responses).
- Understanding of PHP and Apache (e.g..htaccess redirect rules and configuration, understanding of PHP syntax and errors).
- WordPress website migration experience.
- Experience with a variety of mail clients.
- Ground level knowledge of integrations and third parties popular with bloggers and small businesses, for example Pinterest/Tailwind, ad networks, WordPress page builders, etc.

**Perks**:

- Paid week off before you start so you can chill out.
- 30 days annual leave, including Bank Holidays and your choice of a birthday/release day off guaranteed.
- Unlimited office snacks and drinks.
- Monthly team brunch.
- Personalised learning budget/resources.
- Monthly donation to a non-political, non-religious charity of your choice.
- Compassionate leave extended to pets and best friends.
- Programming & development training and work if desired.
- Summer and Winter bonuses.
- All-expenses-paid team trips abroad.

**About us & our customers**
Our customer base is 90% women, and largely made up of bloggers and small businesses with big dreams and the drive to achieve them. We actively support our LGBTQ+, disabled, minority and body positive customers and are committed to providing a safe space andplatform for people who have traditionally had their voices suppressed or devalued.
We get as much stuff done as possible with as little bureaucracy as possible. Our office is based in a 19th century building in The Park, Nottingham, with Star Wars prints on the walls, reclaimed wooden desks, and views of Nottingham Castle. You’ll have superfast internet, a high spec laptop, and a curved Samsung monitor. You’ll need to be local to Nottingham as there will be initial training there plus some in-person time following probation.

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