Customer Support Agent

Some internet companies make claims and assertions that suggest their heads are in the clouds not just their hosting.

Here at Webfusion we don’t need to do that – we just concentrate on the facts: We’ve been helping create the internet since 1997 and now how host more than 1.4 million websites and over 2.6 million domain names – making us the Number 1 hosting company in the UK.

We have a state-of-the-art eco-friendly UK data center and nearly 200 employees who are not only experts in their fields but enjoy working for us!

We’re proud to say we are very good at what we do, but we always want to be better. We are expanding our global presence and have recently launched in North America and Spain. We have a strong team in Romania that you would become part of working alongside colleagues in the UK. You will be helping design, develop and promote our global operation in the UK, Germany, Spain and the US.

Description:

We are currently looking for young professionals for a Romanian based Help Desk Team.

Chat away techie style!

Responsibilities:

• Be the first point of contact for our customers
• Understand the issue, resolve for the customers
• Where required raise a ticket correctly and escalate to the proper department
• Actively liaise with customers to ensure they are kept updated regarding their issues, providing responses where required and ensuring documentation of any investigation and follow-up
• Utilize customer service techniques to discourage downgrades, disconnects and cancellations
• Work productively while maintaining exceptional quality standards
• Deliver exceptional support to our customers

Your favourite subjects of discussion will be:

• Domain Names
• DNS
• Web Hosting
• FTP
• E-mail clients incl mobiles

Role summary:

• Online chat live to potential customers advising them which of our products and services will suit their needs
• Online chat live to current customers helping to resolve their technical support problems
• Using our CRM to track all customer chats, changes and points of actions
• Answering customers technical support issues through our CRM (email)
• Escalating tickets to the 2nd level team
• Working closely with colleagues to identify and raise issues to improve customer satisfaction and experience

Requirements:

• Very good written English
• Medium typing speed (36 wpm)
• Good communication skills
• Experience in customer support or help desk
• Team player and positive attitude under workload pressure

Benefits:

• Working in one of the biggest UK hosting companies
• Experience with latest shared hosting, domain names, dedicated servers technologies
• Participation in company meetings and events;
• Opportunity to establish valuable career contacts;
• Free training
• Competitive pay and holiday pay