• We put our customers at the heart of everything we do.
• We’re stronger together and we trust each other to do the right thing.
• We tell it like it is and keep doors and minds open.
• We treat each other with respect and regard.
• We’re always thinking ’what’s next?

Job Description

As a Customer Success Technical Advisor, you will be responsible for delivering exceptional technical support to our customers, primarily troubleshooting hosting, email, and other products offered by name.co.uk. Your role will involve ensuring customers are successful with our products while also contributing to the growth of the business through upselling and cross-selling opportunities. You will be part of a dynamic technical team, operating within a commercial model where hitting sales-driven targets is essential.

Supports the company’s social and environmental commitments by incorporating sustainable practices into daily work and actively contributing to a responsible workplace culture.

Key Responsibilities

• Provide expert-level technical support, troubleshooting issues related to hosting, email, and other name.co.uk products.
• Resolve customer enquiries through various channels, including phone and ticketing systems, ensuring quick and effective solutions.
• Ensure customers are set up for success by guiding them through product features, configuration, and best practices.
• Identify and recommend opportunities for upselling and cross-selling relevant products or services that will enhance the customer’s experience.
• Assist customers in understanding and optimising their product setups, helping them maximise value from our services.
• Collaborate closely with internal teams, including sales and product, to resolve complex technical issues and drive continuous service improvement.
• Actively contribute to achieving team sales and retention targets through effective customer interactions and product recommendations.
• Educate customers on new features or product updates, keeping them informed and engaged with our latest offerings.
• Maintain detailed and accurate records of customer interactions, issues, and resolutions in CMS systems.
• Stay updated on industry trends, product enhancements, and emerging technologies to provide up-to-date support and advice.

Experience & Skills

• Proven experience in customer support, ideally in a phone-based role with exposure to a commercial or sales-driven environment.
• Strong communication, active listening, and problem-solving skills.
• Ability to build rapport with customers and provide solutions that drive customer success.
• Familiarity with CMS and ticketing systems, and basic billing/account management processes.
• A customer-centric mindset with a passion for delivering exceptional service and helping customers succeed.

Competencies

• Providing excellent customer service.
• Delivering business results.
• Teamwork.
• Ability to work in a fast moving environment and to tight deadlines.
• Self-motivation.
• Attention to detail.

Working hours

Normal office hours are:

• Monday to Friday, 6am - 7pm, split into the following shift patterns: 8am - 4:30pm and 9am - 5:30pm.

On occasions, with advanced notice, you will be required to work 6am - 2pm or 11am - 7pm.

• Saturday and Sunday - 8am - 4pm remote. Remote working also available on Fridays.

Training

You will be given complete training and support from our office in Worcester.

Initial training would be full time from the office, Monday to Friday, 9am – 5:30pm.

Right to work

At any stage please be prepared to provide proof of eligibility to work in the UK.

Unfortunately, we are unable to support relocation packages or sponsorship visas.