1st Line Customer Support – Part Time 25 Hours

1st line customer support – part time, 25 hours per week with possible over time – Based Nottingham – web hosting provider, phone based support

HEG is Europe’s largest privately owned hosting provider. Through its brand 123-reg, it is the largest domain registrar in the UK, registering over 3 million.co.uk and.uk domain names. With over 1000 employees globally, HEG helps small businesses and large enterprises make the most from the internet.

We believe that great people make great companies, so we pro-actively recruit passionate and creative individuals to drive our business forward. You will be able to enjoy a fun and friendly working environment and a great benefits package.

Our flagship brand, 123-Reg are currently looking for a Part Time Customer Support Technician to work 25 hours with potential for over time, Monday to Friday between 8am and 7pm (can be full or half days)

You will work alongside a team of 1st Line Support Technicians to offer first class technical, and account management support to our valued customers. Your role will be varied, fast paced and always challenging. Customer contact will be via phone, email and web chat therefore applicants will need to be excellent communicators able to think on their feet and resolve issues at the first attempt. Being the customers champion you will always aim to deliver above expectations, taking ownership of queries and following them through to completion where possible.

The role:

• Working with a high volume of calls/tickets in a fast paced environment
• Offering timely support to customers via phone and ticketing system – mostly admin, billing and account reset issues
• Troubleshooting of end-user issues
• Aiming for FTR (first time resolution), going above and beyond with a focus on NPS (net promoter score) and SLA’s at all times
• Working at part of a team to achieve departmental goals
• Working to DPA regulations
• Schedule/shift adherence

The person:

• Customer Service experience in a contact centre
• Able to operate in a target driven environment
• The ability to work under own initiative
• Computer literate (use of Outlook, CRM, Word, Excel)
• Excellent Communication skills
• Customer focused – always looking to deliver above expectations
• Ability to work under pressure
• Accurate/attention to detail
• Problem solving & negotiation skills

Does this sound like the kind of role your talent deserves? Click “” and complete your application on our in house system.

Want to know more about careers and life in? Follow us on