1st Line Support
Posted on Jun 10, 2019 by CV-Library
JOB TITLE: Technical Support / 1st Line Support / Customer Support Advisor
KEY SKILLS: Technical Support / Customer Support/ Live Chat Support/ Telephone Support / Email Support
BENEFITS: £19,000 (plus potential monthly incentive bonus), pension, 25 days holiday plus bank holiday and birthday off, childcare vouchers, subsidised local gym membership, relaxed working environment, 37.5 hours per week with 1 hour lunch break.
LOCATIONS: Stevenage, commutable from Herford, Luton, St Albans and Lechworth
We are looking for a Customer Support Advisor to work within a leading UK domain name and web hosting company based in Stevenage. The role will be working within a 5-star customer support team who provide technical support and customer support to a wide range of customers via live chat, phone and email.
They are looking for individuals with a background in technical support to help customers on a 1st line support basis helping them troubleshoot and fix a wide range of software based technical issues with email clients, FTP clients, cPanel, Plesk and the companies own bespoke back end systems, and be able to escalate issues if you can’t resolve it first time. We need someone who has excellent communication skills and is able to show compassion and empathy as you will need to deal with all types of customers, even unhappy ones.
As this role will involve being the first point of call for existing and potential customers the role will involve helping customers every way you can, involving reactive sales.
Please note that this role will involve shift working and the successful candidate will be required to work the following pattern:
Monday – Day off
Tuesday – 9am – 5.30pm
Wednesday – 1.30pm – 10pm
Thursday – 9am – 5.30pm
Friday – 9am – 5.30pm
Saturday – 9am – 5.30pm
Sunday – Day off
The company are a leading UK domain name and web hosting company and work with a wide variety of clients from individuals, SME’s to large corporations. They have a great team of talented, friendly and passionate individuals, and there are great opportunities for career progression in a fast paced, cutting edge technology environment.
* Previous experience in a 1st Line Technical Support Role
* Experience in a high volume helpdesk/call centre environment
* Excellent experience with handing customer queries and issues
* Positive and can do attitude
* Patience, compassion and empathy
* Excellent troubleshooting and problem solving skills
Nice to have Skills
* Previous experience with domain name industry would be advantageous
* Experience creating or maintaining websites
* Experience supporting multiple customers through Live Chat
Should this role be of interest please contact Emma Stevens or Dan Stevenson on (phone number removed) or email your CV through
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