Customer Support Technician

About the Position

Customer Support Technician

Hosting Ireland, part of team.blue, has been serving the Irish domain and hosting market since 2005. We are now a leading digital enabler for companies and entrepreneurs, supporting over 3.3 million customers in Europe with more than 4,000 experts. Our goal is to shape technology and empower businesses with innovative digital services.

Responsibilities

As a Customer Support Technician, you will:

• Handle front-line customer technical support and billing queries via email and phone
• Make outbound calls to customers based on product profiles and project-based lists
• Upsell existing customers at the point of service renewal
• Process overflow/cover for inbound sales queries by phone and email
• Collaborate with the.IE Registry activity to upsell new domains and increase product attachment
• Process.IE domain registration applications and handle customers’ documentation
• Perform other tasks as required to meet the needs of the business

Requirements

• 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, website building, and web design is an advantage

Key Competencies

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

Working Hours

• Normal business hours: 8:30am to 5:30pm, Monday to Friday
• Training: First three months on a full-time basis from our offices in Waterford
• Hybrid working: 2 days in the office (Tuesday and Wednesday), 3 days working from home (Monday, Thursday, and Friday)

Right To Work

At any stage, be prepared to provide proof of eligibility to work in Ireland. Unfortunately, we are unable to support Sponsorship Visas.

About the Company

Hosting Ireland, part of team.blue, has been in business since 2005, serving the Irish domain and hosting market. After its continued success, it became part of team.blue in 2019, a leading digital enabler for companies and entrepreneurs. 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 empower businesses with innovative digital services.

Diversity & Inclusion

Everyone is welcome here. Diversity & Inclusion are at our core. 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? Check it out here.

We Offer

• 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