Customer Support Engineer

Customer Support Engineer

Number of positions available: 1

Tibus is a team of technical and commercial people. We design, build and then support Internet services for businesses across the UK & Ireland. We are one of the oldest ISPs in still existence and pride ourselves in our independent spirit. The work we do is challenging and can be hugely rewarding. Our team ethos is respectful and fun but committed and hardworking. 

The Customer Support Engineer role: 

This is a technical customer service role around email services, domain names, hosting services and connectivity services. Our CSE role is absolutely key for Tibus. You are the first voice our client hears or the first to reply to their email request for help. You set the tone and are often the only reference point for our entire customer experience. 

Day-to-day you will:

  • Respond to client requests for help by email, phone, video call, IM and occasional face-to-face meeting
  • Manage your various open cases and make sure our response times are exceeded
  • Build servers and deliver technical work packages for our clients 
  • Communicate with clients around progress and any requirements we have of them 
  • Confirm billing or other admin requirements 
  • Visit client sites and our data centres as required for pieces of work
  • Play your part in a busy technical team that faces new challenges and questions every single day 
  • Absorb technical learnings from senior technical colleagues and apply those to your own client requests

What we’re looking from you:

Your job is centred on making sure that Tibus delivers exceptional quality of service for its clients, by offering technical support and advice to them when needed. You will understand what makes for a good customer experience and you will know how to bring the value of that to Tibus customer service team. 

You are interested in people and you are interested in technology. You are interested in how customers want to work and you enjoy talking to new voices and building relationships with them. You understand the need for industry leading standards of service and explanation because those are the standards you set for yourself.  

You will report directly to the MD, but you will work with the Customer Support Engineer Lead on a day-to-day basis. You will want to be personally responsible for Tibus standards. You will want to feel that sense of pride in what we do. You will want to learn, every day.  

You will enjoy working in a team environment. You will know how to get the best from your peers in Tibus and your colleagues across the wider business. Forming teams and strong working relationships will come naturally to you. 

You might be keen to work-from-home primarily and that is okay by us. But you will know that you are expected to be in our Belfast office as often as is needed to support your colleagues. You’ll be interested in occasional travel to client meetings or other events across the UK & Ireland.  

You want to take the next step in your career into a technical service role, working for a small but hard-working Internet Service Provider. You’ll want to be part of a wider group, one of the world’s leading media companies. You’re ambitious. You’re for us. And we’re for you.  

Experience:  

  • Minimum of 1-year recent, relevant experience in a Customer Service, Call Centre or Technical Support role
  • Proven experience of Internet technologies including cloud, content delivery and connectivity and awareness of industry trends
  • 3rd level qualification in an IT or IT related discipline desirable 

Knowledge:  

  • Domain names, email services
  • Excellent communications skills as well as confidence fielding calls with technical peers
  • ISP, IT service provider, technical service provide industry knowledge 
  • Server O/S knowledge 
  • Understanding of Internet technology
  • Proficient English language skill
  • Experience in supporting applications on Linux and Windows preferable

For the right person, this job represents an exceptional opportunity to join a successful company in a growth sector; and be a key player in steering its future.

Equal opportunities:
The Company is an equal opportunities employer and wholeheartedly supports the principle of equal opportunities for all its employees and for all applicants for employment. It opposes all forms of discrimination in the workplace.

We are a diverse team and so want to maximise every individual’s potential to create a productive environment where everyone feels valued, and where talents are fully recognised and utilised.

This means affording equal access to any employment opportunities within the Company according to your ability, without prejudice or discrimination by reason of race, colour, nationality, ethnic or national origin, religion, belief, gender, sexual orientation, gender reassignment, marital status, disability or age.

Closing date 4th Feb 2021. To apply for this position please email your CV to [email protected]