iomart
Customer Assistance Support
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What you'll be doing:
This is an exciting opportunity to kick-start your career in tech support, working in a fast-paced environment where no two days are the same. You’ll gain hands-on experience supporting a wide range of hosting, domain, and email technologies, developing your technical expertise while delivering an excellent customer experience.
As part of a collaborative and supportive team, you’ll play a key role in diagnosing and resolving customer issues, building your problem-solving skills and confidence along the way. You’ll also have the opportunity to contribute ideas for improvement, learn from experienced colleagues, and develop a strong foundation for a career in technology.
In addition you will:
- Investigate and resolve a high volume of technical queries (approx. 50 per day), following established processes to identify and implement appropriate solutions across Web Hosting, Domain Management & Email Services
- Gain practical experience performing technical maintenance across a variety of systems and technologies
- Monitor, prioritise, and manage the support ticket queue to ensure timely resolutions in line with SLAs
- Communicate with customers via phone, email, and live chat, providing clear and friendly updates on their queries
- Take ownership of customer issues from start to finish, ensuring a positive customer experience
- Learn to identify and escalate complex or critical issues to senior team members where required
- Collaborate with internal teams to share updates on customer issues, escalations, and potential opportunities
- Support the maintenance and improvement of internal documentation and processes
- Complete administrative tasks accurately, building strong attention to detail
- Identify opportunities to improve processes and contribute ideas to enhance service delivery
- Spot potential add-on sales opportunities and pass these to the relevant teams
- Take on additional responsibilities as you grow in the role and develop your skillset
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We want to hear from you if you:
- Have a genuine passion for technology and are keen to build a career in technical support, hosting, or IT engineering.
- Have a solid understanding of IT fundamentals, particularly web hosting, domains, websites, or email technologies.
- Enjoy solving problems and are motivated by finding solutions and learning new skills.
- Can communicate technical information clearly and confidently to customers with varying levels of technical knowledge.
- Take a proactive approach and use your initiative to work through challenges.
- Have excellent attention to detail and can manage multiple priorities in a fast-paced environment.
- Are customer-focused and take pride in delivering a positive, helpful experience.
- Enjoy working collaboratively and building strong relationships with colleagues across different teams.
- Are eager to learn, develop your technical skills, and grow your career within a supportive team.
- Have experience with platforms such as cPanel or Plesk (desirable but not essential).
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About Us
At Easyspace part of the Iomart Group we’re committed to creating a diverse and inclusive workplace. We also recognise your experience may not be perfectly aligned to all the criteria in the job ad. If you like the sound of this role, even if you don’t meet all the criteria, we encourage you to apply. You might just be the right fit for this or other roles.
What's in it for me?
£26,500 per year + benefits
Who you'll be doing it for:
Easyspace part of the Iomart Group is a leading UK provider of cloud hosting, data centre, and managed services, supporting businesses with secure and reliable technology solutions. Customer experience is at the heart of everything we do and every role plays a part in helping customers succeed.
What to do next:
Please click apply if you like the sound of this. If you do not have an up to date CV or want to have a chat about the role first please feel free to contact me on careers@iomart.com
We’re an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.
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