Customer Support Technician

Team; Munster; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Company healthcare scheme

Pension

Competitive holiday entitlement

Company enhanced sick pay

Employee Referral Scheme

Remote working options

Cycle to work scheme

Job summary

Hosting Ireland, part of team.blue, is seeking a Customer Support Technician to assist customers with technical and billing queries in a flexible hybrid role.

You will handle front line support, make outbound calls, upsell at renewals, and work closely with the .IE Registry to grow product attachment. Initial training is in Waterford, followed by two office days and three work-from-home days.

Qualifications

• Commendable customer service experience.
• Excellent troubleshooting and diagnostic skills.
• Strong IT skills including with internet technologies.
• Clear written and verbal communication skills.
• Basic Understanding of network technologies – TCP/IP, DNS.
• Knowledge of cPanel, building websites and web design an advantage.

Responsibilities

• Dealing with front line customer technical support and billing queries via email and phone.
• Make outbound calls to customers based on product profile and project-based lists produced by your line manager.
• Upsell existing customers at point of service renewal.
• Process overflow/cover for inbound sales queries by phone and email.
• Work closely with the .IE Registry activity to upsell new domains and increase product attachment.
• Process .IE domain registration applications and handing customers’ documentation.
• Carrying out such tasks that are required to meet the needs of the business.

Skills

Customer service

Troubleshooting

IT skills

Communication

Networking basics

cPanel knowledge

Tools

cPanel

Job description

Company Overview

Hosting Ireland has been in business serving the Irish domain and hosting market since 2005 and after its continued success it became part of team.blue in 2019, a leading digital enabler for companies and entrepreneurs. As part of team.blue, we serve over 3.3 million customers in Europe and have more than 4,000 experts to support them. Our goal is to shape technology and to empower businesses with innovative digital services.

Come as you are

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Sustainability

At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact?

Why choose Hosting Ireland?

We want every member of our team to achieve more than they thought possible so that we can keep supporting our customers to succeed. We do this with:

• A diverse and inclusive culture
• Access to flexible working opportunities
• A relaxed, collaborative atmosphere
• Motivational, coach-style leadership

What we do

We make succeeding online as easy as it can be for our customers. We:

• Provide award-winning IT services
• Keep our products accessible and competitive
• Offer a diverse range of products to allow customers to grow
• Are customer-obsessed, offering multi-channel exceptional support

Company Values

The five characteristics that drive our behaviours and the heart of our business culture;

• 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 mind open
• We treat each other with respect and regard
• We’re always thinking ’what’s next?’

Company Benefits

• Company healthcare scheme
• Pension
• Competitive holiday entitlement
• Company enhanced sick pay
• Employee Referral Scheme
• Remote working options available on completion of training
• Cycle to work scheme

Job Description

As a Customer Support Technician, you will be working in a flexible environment, providing critical support to our customers you will be answering a range of queries, providing help and support.

Key Responsibilities

• Dealing with front line customer technical support and billing queries via email and phone
• Make outbound calls to customers based on product profile and project-based lists produced by your line manager
• Upsell existing customers at point of service renewal
• Process overflow/cover for inbound sales queries by phone and email
• Work closely with the .IE Registry activity to upsell new domains and increase product attachment
• Process .IE domain registration applications and handing customers’ documentation
• Carrying out such tasks that are required to meet the needs of the business

Required Skills & Experience

• Commendable customer service experience
• Excellent troubleshooting and diagnostic skills
• Strong IT skills including with internet technologies
• Clear written and verbal communication skills
• Basic Understanding of network technologies – TCP/IP, DNS, etc.
• Maintain and elevate the company’s reputation for strict ethics while performing all responsibilities
• Knowledge of cPanel, building websites and web design an advantage

Key Competencies

• Delivering business results
• Teamwork
• Negotiation skills
• Personal accountability
• Solutions oriented
• Self-motivation
• Customer focus
• Attention to detail

Working Hours

The normal hours of the business are 8:30am to 5:30pm, Monday to Friday.

Monday to Friday working hours are 8:30am to 5pm.

For the first three months, training will be provided on a full-time basis from our offices in Waterford.

Following initial training, we will offer hybrid working with this role, 2 days in the office (Tuesday and Wednesday) and the rest of the 3 days (Monday, Thursday and Friday) working from home.

Right To Work

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

Unfortunately, we are unable to support Sponsorship Visas.