Tech Support Specialist - Web Hosting

Job Description

Please note this is a hybrid role, with some in-person attendance plus training in Nottingham.If you naturally love helping people and making a positive impact through tech support, this could be ideal for you. This is a customer-focused position helping people with their websites, domains and emails in writing through our support ticket system. Strong technical capabilities are essential; no selling, just pure support!Every member of our team is fully dedicated to helping customers, and you need to be a keen and relentless problem-solver. This isn’t a casual, easy, or "just for now" kind of job, but it’s very rewarding - you’ll gain a few thousand new best friends, developlots of new skills, and learn from the team around you.As well as hosting, domain, email and WordPress support, you’ll learn to answer questions on site speed, Domain Authority, Pinterest and more. You’ll expand your technical expertise to a high level, including advanced problem-solving in PHP.Often, you’ll be communicating with people who don’t have a ton of confidence in their technical understanding and have no one else to help them, so they’re relying on you to provide the best information for them and the right answers to help them achieve theirgoals. This isn’t a role where you anonymously fade into a team; what you do matters every day.With customers in over 50 countries, we have a lot of peak hours. If you’re willing to work any shifts that include evenings or weekends, you’ll be paid more. If you’re happy to take an evening or weekend role permanently, that will result in a higher salarythan listed. Optional paid overtime is also available.You’ll need to be within easy reach of Nottingham as there will be initial full-time training of 3-6 months, plus some in-person time following successful probation.Main tasks:• Responding to support tickets accurately and efficiently (anything from a simple/direct "How do I reset my password" to a more complex/vague "Why is my site being weird").• Identifying people’s tech issues, getting to the real questions, fixing issues, and communicating clearly.• Tailoring communication & providing appropriate assistance for customers with visual impairments, autism, anxiety, and more.• Assisting with/performing site and email migrations (training and guidance provided).Secondary tasks:• Learning about everything our customers use, including Pinterest, Moz, SEMRush, ad networks, common WordPress plugins, etc.• Writing/reviewing/updating support articles.• Recurring admin tasks such as approving orders and checking domains.Essential:• Some kind of tech support experience (ideally in an environment expecting replies within 15 mins to an hour).• Strong desire to work in a small business/non-corporate environment.• Genuine passion for helping people fix problems and achieve goals.• Great customer service communication skills (good written English, friendly tone, tailoring answers as each customer needs).• Strong interest in learning web things outside hosting in enough detail to be able to help/advise customers (training provided).• Self-motivated, exceptional work ethic, ability to work well under pressure, desire to put our customers first, great attention to detail.• Excellent track record of attendance and time management.• You don’t run your own hosting business/have hosting clients.Desirable:• Some technical knowledge of WordPress (e.g. understanding of config files and the WordPress database and plugin troubleshooting).• At least a year’s experience in shared web hosting tech support with a strong customer service focus (not selling or scripted responses).• Understanding of PHP and Apache (e.g. .htaccess redirect rules and configuration, understanding of PHP syntax and errors).• WordPress website migration experience.• Experience with a variety of mail clients.• Ground level knowledge of integrations and third parties popular with bloggers and small businesses, for example Pinterest/Tailwind, ad networks, WordPress page builders, etc.Perks:• 30 days’ annual leave, including Bank Holidays. Opportunity to increase allowance further.• Unlimited office snacks and drinks.• Compassionate leave that includes pets and best friends.• Performance-based summer and winter bonuses.• Programming & development training and work if desired.• Optional occasional work trips abroad for tech conferences.• Free personal membership for The Createry, including access to the podcast, video and photography studios and all equipment.About usOur mission is to be the secret weapon of bloggers and small businesses by providing them with great web hosting and email, WordPress-specific tech support as standard, and tons of freebies. We love to take an active role in our customers’ dreams and goals,helping them to launch or rebrand their blogs, look after their websites, assist with knowledge and learning new skills, and generally being a supportive presence.Our customer base is 90% women, and largely made up of bloggers, other digital content creators, and small businesses with big dreams and the drive to achieve them. We actively support our LGBTQ+, disabled, chronically ill, minority and body positive customersand are committed to providing a safe space and platform for people who have traditionally had their voices suppressed or devalued.We get as much stuff done as possible with as little bureaucracy as possible. Meetings are extremely rare. Our office is based at The Createry at Castle Quay, which is also home to our coworking and content creation studios.If your salary expectations are higher than listed and you have at least two years’ experience in a web hosting technical support role, please apply & include your current salary.