Technical Customer Service Specialist

IONOS Group; Gloucester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

27 days annual leave

Pension

Private healthcare

Life assurance

Employee assistance programme

Cycle scheme

Free parking

Local restaurant discounts

Social events

Job summary

Fasthosts, part of the IONOS Group in the United Kingdom, is hiring a Customer/Technical Support Specialist. The role involves helping customers with account and technical issues across phone, email, chat, and social media, with a focus on great service and upselling opportunities.

We offer both office and hybrid work options and provide extensive training. A three-month development program will start your journey, with ongoing support as you grow your skills in a fast-paced tech environment.

Qualifications

• Previous experience in a call centre or customer service environment.
• Excellent written and verbal communication skills.
• Comfortable with upselling to help solve our customers' needs.
• Strong problem-solving and analytical skills.
• Able to learn under pressure in a fast-paced environment.
• Self-motivated with the desire to succeed.
• Comfortable with AI tools and supporting AI products.
• Experience handling difficult customers is advantageous.

Responsibilities

• Assist customers with account or technical issues across channels.
• Identify the right solutions and keep customers informed throughout.
• Upsell services where appropriate and earn commission opportunities.
• Participate in training and development to grow skills.

Skills

Call centre experience

Communication skills

Upselling

Problem-solving

Fast-paced adaptability

Self-motivated

AI comfort

Handling difficult customers

Job description

Come join our awesome team in a fun, fast-paced office! At Fasthosts, we provide 24/7 support to our customers through Phone (mainly), Email, Chat, and Social Media. To do this we need talented, friendly, and adaptable people with a passion for IT and Customer Service.

Offering both office and hybrid work options, we will provide the training and support you need to thrive, and let's not forget our fantastic perks (scroll down to see more)!

This is the perfect opportunity if you're a recent graduate, looking for a career change, or want to gain more experience in a tech company! We care about people and believe that having the right mindset is key to success. If you think you have the skills or experience to thrive in this role, we’d love to see your application.

The internet doesn't sleep, and sometimes our customers don't either! To allow us to offer 24/7 support we need our specialists to be able and willing to work a shift pattern that includes weekends, as such availability (and willingness) to work shifts Mon - Sun between 7am-midnight on a rotating shift pattern is essential.

SO WHAT'S THE JOB?

As a Customer/Technical Support Specialist, you’ll help our customers with any account or technical issues they might have with our range of products, all while keeping that great customer service vibe going. We also need you to think ahead for our customers. With all the services we offer, you’ll help them find the right solutions and keep them in the loop. And hey, if they upgrade their services or try something new, you’ll earn some commission too!

Never done this job before?

We’re big fans of learning and growing, so we’ll provide plenty of training for our new team members. You’ll kick things off with a three-month development program, and we’ll keep supporting you as you grow your skills. If you’re excited to learn and want to sharpen your technical and customer service chops, we’d love to see your application!

Here’s What We’re Looking For

• Previous experience in a call centre, or comparable customer service environment
• Excellent written and verbal communication skills
• Comfortable with upselling to help solve our customers needs
• Strong problem-solving and analytical skills
• Ability to learn under pressure in a fast-paced environment
• Self-motivated with the desire to succeed
• Comfortable with AI - from supporting our AI products to utilising the resources available to you in your day to day
• Experience and confidence in handling difficult customers is advantageous

THE PERKS

Apart from a vibrant and supportive work environment, we offer a comprehensive benefits package to support your well-being and work-life balance. We also value personal and professional growth, offering tailored development plans for your career advancement

Benefits Include

• Earn a £27,000 basic salary plus UNLIMITED sales commission potential
• 27 days annual leave + bank holidays
• Contributory pension scheme
• Private healthcare and Life assurance
• Employee assistance programmes
• Cycle scheme
• Free Parking
• Refreshments in break rooms and discounts at selected local restaurants
• Social events

With our diverse product portfolio and the benefits of being part of the IONOS Group, the development opportunities are endless!

WHAT NEXT?

So, like the sound of working at Fasthosts? We don’t blame you, we think it’s pretty great too!

We can’t wait to hear from you!

Fasthosts and IONOS are a equal opportunities employers, committed to fair treatment for all, and value diversity in our workplace. We do not condone discrimination in any shape or form. With us, your individuality is welcomed and celebrated.

Notice to Agency and Search Firm Representatives

Fasthosts is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Fasthosts, IONOS or affiliated employee by a third party agency and/or search firm without a valid written & signed search agreement will become our sole property. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.