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Customer Service Advisor (12 MONTH FTC)

Date: 09-Sep-2021

Location: Oxford, GB, OX4 4DQ

Company: Nominet

 

A BIT ABOUT US

 

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk? We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure. Such a responsibility requires world-leading cyber security and we’ve gaining a reputation for our innovative new security solutions, protecting our own systems and beyond. 

 But we’re also a profit with a purpose business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff. 

 

WHAT WE OFFER

 

Hybrid / remote working, competitive salary depending on experience, plus excellent benefits including a 10% bonus, 30 days holiday allowance, flexible working hours, healthcare, pension scheme, life assurance, wellbeing allowance, flexible benefits  

 

ABOUT THE ROLE:

 

Here at Nominet, every digital leap forward we make is fuelled by all kinds of a can-do attitude. Experts who keep our pencil sharp and rockets firing. Bright, passionate people full of enthusiasm. It's this attitude that we want you to bring to this role. 

If you’re the type of person who loves to combine their technical support knowledge with passion for exceptional customer service skills, then we have the perfect role for you! 

 

The Nominet Service Delivery team are key in delivering a high value service to all of our customers, handling customer queries, requests and supporting incident management. 

We’re looking to recruit a Customer Service Agent to handle customer support contacts, support tickets, service requests and be a first point of contact for a range of customers and help deliver service excellence to them be it through calls, web chat or email. 

 

The ideal candidate will be from a technical background with a passion for service delivery and incident management or an experienced customer service professional with domain management experience.  

 

This role can be based remotely with meaningful contact occasionally at our offices in Oxford, though please note there is an element of shift work (between 8am to 6.00pm Monday to Friday) and on call support required (1 week in six) 

 

WHAT YOU'LL BE DOING:

 

  • Providing best in class solution focused support and advice to all our stakeholders across all communication channels  

  • Provide first and second line customer support to all customers and stakeholders across a range of issues such as technical issues, solution-specific queries, change requests, and other general queries.  

  • Performance monitoring and adhering to Service Level Agreements  

  • Providing out of hours on-call support to our customers and key stakeholders  

  • Assist Customer Success team in managing major and standard incidents that impact service and customers.  

  • Support in key project and transformation activities as required  

  • Provide support and training to colleagues across the department 

 

 

WHO YOU ARE:

 

As a Customer Service Advisor at Nominet, you will be a self-starter and love nothing more than the satisfaction of providing exceptional customer service with a clear track record of adding value through your knowledge of IT networking, an understanding of how DNS (Domain Name System) works and general well-rounded competence in IT.  

  

Ideally, you will have some experience of working in a 1st or 2nd line support role with ITIL Certification, although a working knowledge would be fine. 

 

You will also be: 

 

  • Passionate about technology, the internet and registry solutions 

  • Knowledgeable and experienced in supporting Unix and Windows-based software.  

  • Experienced in using ticketing systems 

  • Skilled in troubleshooting problems to work with customers to identify root cause and solutions 

  • Highly effective in communicating proactively with a range of customers via different channels. 

  • Creative in your approach to problem solving. 

  • Driven to learn, develop and deliver. 

  • Highly organised and forward thinking with strong attention to detail. 

 

If you have any of the following that would be a bonus! 

 

  • AWS knowledge 

  • An ITIL Certification 

 

If this sounds like you and you are ready to join a fun and forward thinking company, get in touch! 

 

WHAT ELSE?

 

Our focus is on keeping teams connected and engaged whether we're in the office or working from home, putting people’s wellbeing first.  We operate a hybrid way of working, balancing time between the office and home. Some roles may be more flexible and mostly remote – this is always role dependant so worth covering off in any conversations you have throughout the process. We're also open to a chat about flexible working. No promises, but we reckon that if it works for you then it could work for us.

 

Nominet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, age, disability, religion, gender or sexual orientation. Our work connects people from across the globe and we want to reflect that in our workplace. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognise that diverse teams make strong teams and we encourage people from all backgrounds to apply.
 


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