What will I be doing? As a Customer Support Engineer (Web/Mass Hosting) within the Global Operations Centre, your main responsibility is to provide a world class first line technical support service to our hosting customers. Working as part of a 24/7/365 support team, you solve queries and issues relating to their Web hosting, DNS, Domains and Email services over chat, ticket and phone. Responsibilities Provide a world class first line support to our customers through chats, tickets or calls. Be a technical expert for THG Hosting products including Web hosting, Word press, Domain services, and Email hosting. Take full ownership of customer issues through to resolution. Ensure customer contacts are answered within SLA and individual KPI's are achieved. Work as part of a shift-based rota covering 24/7, 356 days a year. Identify areas of improvement which will set us apart from the competition and improve the way we work. Drive personal development and skills with the support of the Team Lead to achieve agreed objectives. Essential skills Passion for technology & THG Hosting brand. A natural ability to problem-solve. A positive, can-do attitude and a passion to help others. Ability to work within a team and independently. Expert customer experience skills: proactive & positive approach. Exceptional written and verbal communication skills. Nice to have Hosting experience (website hosting, email hosting & domain services) Linux Operating System and command line (grep, pipe etc.) HTML, CSS and JavaScript FTP, SFTP, SSH SSL Certificates Benefits Cycle to work scheme Tech Scheme Staff discount to online shops and on-site staff shop Private on-site gym (Manchester) Season ticket loan Enhanced parenthood pay Pension scheme contributions Birthday off 25 days annual leave bank holidays (from Jan 2024) Up to 2 weeks compassionate leave Barber Physiotherapist Employee Assistance programme On-site doctor In House L&D Team for personal development / upskill