Technical Customer Service Specialist

Webhosting; United Kingdom; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

£27,000 base salary + unlimited sales"

27 days annual leave + bank holidays

Contributory pension scheme

Private healthcare and life assurance

Employee assistance programmes

Free Parking

Discounts at local restaurants

Job summary

Fasthosts is hiring a Customer/Technical Support Specialist in Gloucester with hybrid, full-time hours. You’ll handle account and technical issues across our product range while delivering excellent service.

The role includes weekend shifts on a rotating pattern and opportunities to upsell; training and support are provided. We offer a comprehensive benefits package and a vibrant team culture as part of the Fasthosts/IONOS group.

Qualifications

• Previous experience in a call centre or comparable customer service environment.
• Excellent written and verbal communication skills.
• Comfortable with upselling to help solve 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 – supporting AI products and using resources daily.
• Experience and confidence in handling difficult customers is advantageous.

Responsibilities

• Assist customers with account or technical issues across our product range.
• Maintain a high level of customer service while guiding customers to the right solutions.
• Identify opportunities to upsell to improve customer outcomes and business results.
• Keep customers informed and ensure smooth communication through phone, email, chat and social media.

Skills

Call center experience

Excellent communication

Upselling skills

Problem-solving

Adaptability under pressure

Self-motivation

AI familiarity

Handling difficult customers

Job description

Fasthosts GL1 1AU, No.2 Cathedral Walk, The Forum, Gloucester

Hybrid Full-time Not specified Customer Support

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)!

Please note: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?

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
• 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!

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.