Job details

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Web Help Desk Manager job in Oxfordshire (508)

at Alberon (view profile)
Location Oxford
Date Posted 3rd October 2017
Category Client services
Job Type Full-time

Description

Providing outstanding service and support to our clients.

 

The company

Alberon has been designing and building bespoke websites and software solutions for organisations in Oxfordshire for over 14 years. Our friendly, highly experienced team of web and software developers are dedicated to building robust, secure and easy to use systems.

It’s a great time to join Alberon as we are experiencing a period of growth spurred by the acquisition of another web agency and new web projects, bringing opportunities to consolidate our services and plan new ones. This is a fantastic chance for personal development in a varied role which you can influence going forward.

 

The role

As Web Help Desk Manager, you will be the first point of contact for our clients, troubleshooting their issues and keeping them informed as you arrange a resolution.

This is primarily a customer services role, You will be building a rapport with our clients, using your strong communication skills and keeping calm, helpful and professional at all times.

Support is provided by phone and email and you will be resolving a range of issues from the simple to the complex, using your initiative to triage tasks you can handle yourself from more technical problems that require investigation and collaboration with the development and sales teams. You will be highly organised and be able to prioritise support tasks accordingly, managing client expectations and often make decisions that require compromises.

You will be resolving support cases, tracking their progress, making sure they are completed on time, and updating internal systems to record time spent and actions taken.

We are looking for someone who is familiar with content management systems and how websites work, developing this knowledge in the role to problem-solve effectively.

As a small but growing business, from time to time you will be required to assist colleagues in other internal projects.

 

Skills & Experience

Essential

  • Excellent customer service skills
  • Fantastic problem-solving and analytical skills
  • Strong communication skills (written, face to face, and by phone)
  • Interest in web and software design and development
  • Team player but able to work without supervision using own initiative

Desirable

  • Experience of supporting customers with digital or technical products and services
  • Experience with WordPress or other CMS systems
  • Experience with Sugar or other CRM systems
  • Experience of testing websites and software


More about the job

We are looking for someone to work full-time, based in our offices near the centre of Oxford. This role could suit a smart graduate looking for their first full-time job, or someone with more experience.

Hours

37 per week, Monday to Friday, based in the office.

Salary

£20,000 - £26,000 depending on experience.

Holiday entitlement

20 days, plus bank holidays.

Benefits

  • Personal development
  • Free tea and coffee
  • Staff socials
  • Pension

 

How to apply

To apply, please click the button below, or send your CV and a covering letter explaining why you would be right for the role by email to jobs@alberon.co.uk.

No recruitment agencies.

 

 

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