Customer Support Technician

If you want to be part of our success story then you need to be able to challenge yourself & work with your colleagues to go the extra mile & deliver excellence in every aspects of the business.

Job Description

The successful candidate will work as part of a well established Technical Support team with a track record of delivering high quality support in a dynamic and busy environment.  The Technical Support team provide frontline support to Hosting Ireland’s thousands of clients on a wide range of hosting related issues from configuring email accounts and domain registrations to troubleshooting websites that are down. 

The successful candidate will combine excellent verbal and written communication skills with a background and interest in IT and a drive to deliver the highest standard of support.

The Support Technician role requires a general understanding of a variety of Internet based technologies and their underlying protocols including HTTP, DNS, FTP and SMTP as well as knowledge of well known client software that interacts with this technology.

The successful candidate will need to escalate issues to second and third level support as required so the ability to work within a team is essential. You will also be required to reach out to our suppliers where appropriate so the ability to understand and explain technical issues in a clear and concise way is also very important. You must be able to take ownership and responsibility for tasks and see them through to completion.

Due to COVID-19, The candidate must be in a position to work from home initially, however the position will require full time attendance at the Hosting Ireland office in Waterford over the coming months.

Some of the responsibilities will include:

•Dealing with front line customer technical queries via email & phone 

•Answering support tickets and ensuring customer satisfaction 

•Carrying out such tasks that are required to meet the needs of the business

Required Skills & Experience:

•Strong IT skills including with Internet technologies

•Strong previous Customer Service experience

•Problem solving abilities

•Clear written and verbal communication skills

•Previous experience in a supervisory role is desirable but not mandatory for this role

Key Competencies

•Ability to work within a team

•Self motivation and ability to work a task through to completion

•Comfortable with multi tasking in a fast moving environment with tight deadlines

•Attention to detail

•Strong desire to continue to grow and develop

Working Hours - 

This is permanent role. The normal hours of the business are 8:30a.m to 5:00p.m Monday to Friday inclusive.  However these may be subject to alteration in accordance with the dictates of the business. You are entitled to a one hour unpaid lunch break, which is normally to be taken between 12:00noon and 2:00p.m., but depending on shift and cover patterns may have to be taken at other convenient times.

In addition, you are required to work such extra hours as are necessary to ensure the satisfactory completion of your duties.

Company values and overview - 

  • We love automation 
  • We never stop improving
  • We are self sufficient and take control
  • We stand shoulder to shoulder
  • We get the job done 
  • We empower
  • We are an equal opportunities employer

Hosting Ireland is one of the largest domain name and hosting providers in Ireland. Since 2019 we have been part of team.blue, a leading digital enabler for companies and entrepreneurs. We serve over 2 million customers in Europe and have more than 1,250 experts to support them. Our goal is to shape technology and to empower businesses with innovative digital services. 

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Waterford

Deltona House
X91 X851 Waterford Directions jobs@names.co.uk

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