Technical Support Administrator

The Tehnical Support Administrator is responsible for handling day-to-day franchisee and customer support enquiries related to website management, domain set up and email configuration. The role ensures technical accuracy and excellent customer service whilst also playing a key role in monitoring and progressing websites that are not yet live, helping to drive them to completion.

Please note this is a technical customer service role and not an IT specialist role.

This role is hybrid with the requirement of 1 day a week at Exeter head office and the remainder at home plus time in Exeter for training, meetings and other events as required., * Respond promptly to support tickets, live chats, and emails, providing technical assistance on website, domain and email issues.

• Troubleshoot common problems relating to hosting DNS, email delivery (MXrecords) website access, SSL and content updates.
• Provide guidance to customers using Itseeze applications.
• Log and track support issues accurately using the company’s ticketing/ helpdesk system.
• Monitor “not live” websites, flag delays or missing information and liase with francisees, customers and internal teams to help move websites to live status quickly and efficiently.
• Assist with website migrations, basic backups and setting up email accounts in customers email applications.
• Escalate complex or recurring issues to senior team members.

• Technical knowledge of website editing, domains and email applications.
• Excellent communication skills, written and verbal,
• Strong attention to detail with problem solving ability.
• Proficient in using Helpdesk systems and productivity tools
• Previous experience in a customer service or technical support role , ideally in web or IT environment would be advantageous.
• Familiarity with website platforms and basic DNS/email concepts is preferred

Pulled from the full job description

• Company pension
• Casual dress
• Health & wellbeing programme
• Work from home
• Company events, * Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Work from home