Technical Support Consultant
Full-time , Hertford, UK (Hybrid)
Salary: £26k
Nimbus is looking for an enthusiastic, talented and driven Support Consultant to join our team and help shape the future of our customer success. We’re a team that believes that fun and hard work come hand in hand. Breaks to play pool and have a beer on a Friday afternoon are encouraged. We also enjoy team lunches once a month, and have regular team building events like Go Karting, Rounders and The Crystal Maze.
Main aspects of the role will include
- Ensuring our customers receive an excellent customer experience
- Providing first and second line customer support via telephone, ticket system and live chat to ensure greater customer retention and reduced customer churn
- Migrating client websites from their existing host to new Nimbus services to ensure a successful transition to our services
- Enhancing our customer experience by increasing our product and feature adoption
- Identifying opportunities for improvement and providing valuable feedback in areas such as automation, processes, our platform or tools to encourage self-service
- Contributing to our knowledge base articles to support our customers and share where applicable
- Championing our home-grown hosting platform through upgrade recommendations, increasing adoption of new features and identifying software bugs
What you’ll need to succeed
- If you’ve already worked in the hosting industry, this is a bonus!
- Experience with administration and support for servers
- Experience of using service desk software, using and creating engaging responses to repurpose and reduce resolution times
- Ability to prioritize and manage multiple tasks
- Recommend and embrace change to reduce impact of client support
- Excellent interpersonal skills for dealing with customers, suppliers and working in a team environment
- Excellent verbal and written English – you will be required to deal with customers directly on a daily basis and thus have excellent communication skills
- Excellent problem solving skills
Desired Skills: If our new IT Support Analyst knows these then great. If not, they will get the opportunity to become well versed whilst working at Nimbus.
- Linux server administration
- Knowledge of hosting control panels
- Operation of Internet services DNS, mail, web
If you are looking to join an exciting and dynamic company with great career prospects, then this is the role for you!