Technical Support Analyst

Technical Support Analyst

As a Technical Support Analyst, you'll be at the forefront of our customer service efforts, providing first and second-line support through various channels such as phone, tickets, and live chat. 

Your mission? To not only address immediate customer needs but also to elevate their experience, resulting in higher retention rates and reduced churn. 

Beyond troubleshooting, you'll have the opportunity to enhance our customers' experiences by driving the adoption of our SaaS platform. Your proactive approach will be valued as you identify and implement improvements to our platform, aiming to reduce long-term ticket volumes and streamline operations. 

Moreover, as a strong advocate for our hosting platform, you'll have a hand in shaping its evolution. Your recommendations for improvements and supporting the launch of new features will be vital in keeping us at the forefront of cloud hosting technology.

Who are we?

We are a carbon-neutral software business that partners with digital agencies and freelance developers. Our main focus is helping them manage their portfolio of websites using our SaaS platform and managing their hosting infrastructure.

Sustainability is at the heart of everything we do. As a responsible and forward-thinking company, we recognise the urgent need to address environmental challenges and strive to make a positive impact on the world around us. This commitment drives us to develop and implement a robust sustainability policy that guides our actions, influences our decisions and shapes our future.

Perks
We pride ourselves on making a friendly and welcoming environment, which is why we offer initiatives to help support you as a team member and personally. So, what can you expect if you join us?

• Hybrid working environment, for flexibility 

• Carbon-neutral business, we’re working towards a greener future

• Electric Vehicle Salary Sacrifice Scheme 

• Full training and a learning plan for each team member

• Team building activities throughout the year

• Private health care, from eye care to mental health support

• And much more!

Primary Responsibilities

• Deliver first and second-line customer support via phone, tickets, and live chat.

• Manage smooth client website migrations to our services

• Elevate customer experience by driving product and feature adoption

• Proactively identify improvements to our platform, reducing long-term ticket volume

• Contribute technical articles to our knowledge base and internal wiki

• Advocate for our hosting platform through recommendations on improvements and new feature ideas.
  

Required Skills

• Proficiency in server administration and support

• Experience with service desk software and predefined replies for faster resolutions

• Exceptional multitasking and prioritisation abilities

• Embrace change to streamline client support impact

• Outstanding interpersonal and communication skills

• Strong problem-solving aptitude and team collaboration
  

Desired Skills:

 If our new Support Analyst knows these then great. If not, they will get the opportunity to become well-versed while working with us.

• Linux server administration ( NGINX MySQL MariaDB Apache Unbuntu Elasticsearch )

• Knowledge of hosting control panels

• Operation of Internet services DNS, mail, web

Experience:

Technical Support: 1 year (preferred)

To apply for this exciting opportunity within our friendly team please send us your C.V. now.....
You must have the right to work in the UK