If you like dealing with people and working in a busy, growing company, we want to hear from you. We're extending our support operations to include Customer Service Administrators and we're looking for enthusiastic people who want to start a career in technology.

At Bytemark we deal with support tickets from our 3000 customers, and they need your help getting around our internal systems: ordering, billing, cancellations and so on. Our customers are web developers and business professionals who need to get stuff done on the internet. Our job is to host their stuff and keep it online 24 hours.

You'll be dealing with emails and calls from our customer base, helping them with technical issues with using our products and putting them in direct touch with the experts within our company. You will be reporting to the Customer Services Manager.

What kind of company is Bytemark?

We want our customers to get immediate help from friendly and informed people, and we're relying on you to make that happen. We do not believe in following rigid scripts, or getting customers off the phone quickly. We believe in the best possible service for our customers.

Our customers are often engineers themselves, and need you to get the right help to them, not necessarily be a technical expert yourself.

Your duties

• Answering calls and emails from 9am-5pm, 5 days per week
• Collaborating with and learning from other experts in the company
• Delegating tickets where appropriate

Career progression

This is a new, junior position in our company, and we're hoping to find someone who might want to advance to a related role. The most common route after 6-12 months will be to become a System Administrator, as a troubleshooter of Linux servers, which most of our customers use to run their businesses. Our team will help you learn how Linux systems work, and there will be opportunities for work in our data centre as well. A keen interest in Linux is desirable. We'll send you on up to 5 conference days per year to pique your interest and pick up new skills.

There are many small teams in the company, and all of them are going to need to grow over the next few years. We aim to provide development opportunities wherever we can.

Skills we're seeking

For this position

• Great phone manner: good listener & polite responder
• High standard of concise written English
• Very confident user of desktop computers (Windows, Mac or Linux)
• A fast learner at using software applications
• Disciplined attitude to team work, hours and response times

Everyone at Bytemark needs to have these skills:

• Empathy for our customers' problems
• Tact and directness with their team
• Enthusiasm for achieving something
• Curiosity & self-direction
• Understanding what you don't know, and how to ask for help

Location

This position is based in our York office.

Unfortunately, for this position we cannot support working from home, or from our Manchester office.

Employment benefits

• Salary: £16000 to £18000
• Working hours: 37.5 hours work per week, 9am-5pm
• Standard holiday allowance: 25 days holiday + UK bank holidays in addition
• Extra holiday allowance: 1 day per full year of employment (up to 8 extra days/year)
• Five days paid attendance at conferences
• Maternity leave: 8 weeks full pay + statutory
• Paternity leave: 4 weeks full pay + statutory
• Health care cash plan
• "Sellout insurance" - 5% of company value split between all employees in event of founders selling their stake.
• Reimbursement for home broadband service
• Free hosting (up to £150/month)
• Centralised pension & childcare voucher scheme
• Bicycle for employees within cycling distance

Before you apply

Please understand these points before applying

• You must be already eligible to work in the UK - unfortunately we cannot sponsor visas for this position.
• We will reference successful candidate via a Basic Disclosure Scotland check