Customer service support for Shared Hosting

No experience with web hosting? That’s absolutely fine. We’ll teach you. The most important is that you want to learn, enjoy helping customers and become curious when something doesn’t work.

The good colleague at our company has three things

• Technical curiosity

You are a bit of a nerd, and it doesn’t matter what. You have a good sense of how things fit together, and when something is troublesome you want to know why. You don’t need to know hosting, DNS or WordPress beforehand. We’ll teach you from scratch.

If you already have experience with web hosting, CMS systems like WordPress, email (Exchange and IMAP) or DNS, we can use you quickly for the more complex cases. But it’s a bonus and not a requirement.

• Customer sense

Customers are very different

• One has an online shop that has gone down in the middle of the Christmas shopping season.
• Another doesn’t know what DNS means, but has been told that it’s something that needs to be “pointed”.

Both need to be met where they are. You explain without talking down to anyone, you are patient, and you take time for another question. The customer should hang up and think: that was easy.

• Desire to advise and sell

It’s one of our core tasks. You help not only with what the customer asks about, but also with what they should have asked about. It requires that you are curious about the customer’s daily life, and that you dare to propose something. You don’t need to have sold before, we will teach you. But you must want to.

Your daily life

You help customers get their website, email and domain to work. This can be via

• Phone (your primary communication channel)
• Email
• Chat

You sit close to a team that helps each other through the busy periods.

That’s what we solve in conversations

• Troubleshooting and sparring about the customer’s hosting solution, website and CMS
• Setup and configuration of email
• Guidance in domain management and DNS
• Basic handling of web server operation and troubleshooting, and contact to our operations department when necessary

Advice in every case

When the customer’s problem is solved, we don’t stop. We ask how the customer uses their solution, and whether it still fits. Maybe the website is running on a package that has become too small, or perhaps there is a missing cookie policy, and the customer notices that only when something goes wrong. Sometimes it leads to a sale, other times we save the customer money. Both are good advice.

When things are calm

Here we use the time to get better. You update guides, investigate a solution, try things out or dive into what you are passionate about. This is where the nerdiness has room, and what you discover makes all of us better for the next case. You get freedom with responsibility and the opportunity to spend time on what interests you.

That’s how we teach you

• Weeks 1-5: Onboarding and training. You get a buddy from day one and a colleague who handles your professional training. You get to know our systems, products and customers. You don’t need to perform yet, just learn.
• Thereafter: Close sparring. You sit close to an experienced colleague you can ask freely, and you take more and more cases yourself.
• Then you are self-sufficient, but never alone. When you’re ready, you solve most cases yourself. Still, everyone asks a colleague from time to time.

No one can know everything, but together we can do it all

We are 12 colleagues in Shared Hosting, and we come from wide-ranging backgrounds. You could have a background as IT support, multimedia designer, folk high school teacher, store employee or something entirely different. Here are both those who love the technical details and those who are good at explaining them.

When the customer calls, we are their extended arm into the rest of team.blue . Therefore we sit close to colleagues in sales, development and operations, and that’s why we ask each other all the time.

It means a lot to us that customers are happy, and that we get along well. We spread positive energy, give and receive feedback and help each other when needed.

What you get with us

• Room to be yourself. There is room for diversity, and you will notice it from day one
• Food and coffee worth getting up for: staff restaurant with breakfast, lunch and exceptionally good coffee
• Overall compensation package: 29,380 DKK per month before tax, including 11% pension and 10% flex account
• Health insurance, gym and physiotherapist massage
• Social events, across the company and in the department, e.g. Friday wristbands for Smukfest
• Discount schemes and employee offers, e.g. hairdresser scheme

Practical

• Working hours: 37 hours per week, Monday to Friday. Your workday is usually between 8 and 16. Our support is open from 7 to 19, so occasionally you may be asked to take an early or late shift. We agree on it in good time.
• Workplace: Højvangen 4, 8660 Skanderborg

Does that sound like you?

Then send your application via the link. We interview on an ongoing basis, so don’t hesitate.

If you have questions, you are welcome to contact the Shared Hosting team leader, Jeanette Hein, at [email protected] .