About the Role
Responsible for providing front line web/hosting support to customers and helping the team to achieve its mission and objectives. The Role is varied and engaging and encompasses a wide range of organisational skills required to provide best in class customer service to our customers.
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.
Person Specification
Some of the personal skills we are looking for include: –
- Excellent customer service
- Good time management
- Good organisational skills
- Attention to detail
Other skills that would be beneficial: –
- Knowledge of web hosting
- HTML/CSS
- PHP
- Javascript
- SQL
Key Responsibilities
Web Support
Provide front line web/hosting support to customers. Answer the phones and communicate with clients via email. Raise tickets in our web support ticketing system and respond to tickets allocated to you.
Web Hosting
Set up and administer hosting packages, transfer websites between packages and to/from other providers. Provide initial investigation and troubleshooting of hosting issues, including availability and performance related issues.
Time Management and Recording
Follow the established processes to accurately record time spent on chargeable client work to ensure correct billing.
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. Being aware of sales opportunities and making pro-active suggestions for clients to improve their websites.
Research and Development
In conjunction with other team members, 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 Structure
Reporting To
Software Development Manager
Direct Reports
This role currently has no direct reports.
