• Provide expert-level technical support, troubleshooting issues related to hosting, email, and other name.co.uk products.• Resolve customer enquiries through various channels, including phone and ticketing systems, ensuring quick and effective solutions.• Ensure customers are set up for success by guiding them through product features, configuration, and best practices.• Identify and recommend opportunities for upselling and cross-selling relevant products or services that will enhance the customer’s experience.• Assist customers in understanding and optimising their product setups, helping them maximise value from our services.• Collaborate closely with internal teams, including sales and product, to resolve complex technical issues and drive continuous service improvement.• Actively contribute to achieving team sales and retention targets through effective customer interactions and product recommendations.• Educate customers on new features or product updates, keeping them informed and engaged with our latest offerings.• Maintain detailed and accurate records of customer interactions, issues, and resolutions in CMS systems.• Stay updated on industry trends, product enhancements, and emerging technologies to provide up-to-date support and advice.
Requirements
- Proven experience in customer support, ideally in a phone-based role with exposure to a commercial or sales-driven environment.
- Strong communication, active listening, and problem-solving skills.
- Ability to build rapport with customers and provide solutions that drive customer success.
- Familiarity with CMS and ticketing systems, and basic billing/account management processes.
- A customer-centric mindset with a passion for delivering exceptional service and helping customers succeed.
ATS Optimization KeywordsBelow are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.
Soft Skills
- communication
- active listening
- problem-solving
- customer-centric mindset
- rapport building
- customer success
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