Web Support Supervisor

Responsible for supervising the web hosting and support team. You will give guidance and direction to junior team members, to ensure the team achieves its mission and objectives. The Role is varied and engaging and encompasses a wide range of organisational skills required to provide the team with direction and support the team members in achieving their goals.

While the above forms the core of the day to day role, additional activities may be requested of you, and as a pro-active member of the company you would be expected to assist members of the team in achieving company related goals.  A fuller list of day to day tasks can be found in section 3.3 of this document.

Some of the personal skills we are looking for include: –

• Excellent customer service
• Good time management
• Good organisational skills
• Attention to detail

Knowledge of Web Hosting Infrastructure: –

• WHM/CPanel
• Webmin
• Linux Installation / Configuration

Coding Skills: –

• HTML/CSS
• PHP
• Javascript
• SQL

Web Support

Ensuring customers receive timely responses to enquiries by phone or email, prioritising workload, allocating tickets and helping to respond to tickets. Helping to ensure we deliver best in class customer service to our customers.

Web Hosting

Responsible for monitoring the status of ESP hosting services, responding to issues and prioritising workload. Play an active role in helping to plan infrastructure developments and implement pro-active monitoring and reporting services for performance and security issues.

Time Management and Recording

In conjunction with the Web Sales Consultant, help develop and improve the established processes to accurately record time spent on chargeable client work to ensure correct billing. Ensure that all members of the team also understand and follow the correct process.

Training and Supervision

Provide day to day supervision for junior team members. Play an active part in training and mentoring team members as well as helping to create and oversee training plans.

Sales and Customer Relationships

Maintain excellent communication with clients. Provide them with timely updates and realistic expectations of when their issues will be addressed/resolved. Helping clients to plan improvements to their websites and generate sales opportunities.

Research and Development

In conjunction with the Software Development Manager, participate in research and development and product evaluation programmes to ensure that the software team remains at the forefront in the industry, applies the most cost-effective methods and approaches, provides leading-edge products and services and retains its competitive edge.

General

While the above forms the core of the day to day role, additional activities maybe requested of you, and as a pro-active member of the company you would be expected to help in any reasonable request.

Reporting To

Software Development Manager

Direct Reports

This role currently has no direct reports.