Cloud Services Technician

Role Purpose

A Cobweb Cloud Services Technician is responsible for managing and maintaining customer support tickets within agreed Service Level Agreements and KPI’s by effectively responding to Incidents, Service Requests and Service Orders.

The role will provide both reactive and proactive telephone, email and remote support and look to find ways to reduce incident management through automation, remediation and importantly by providing regular and proactive customer ticket updates.

A Cobweb Cloud Services Technician will be able to utilise available tools, knowledge, and the teams around them to help identify solutions and resolve customer support issues. A Cobweb Cloud Services Technician will also apply their Service knowledge to help capitalise on opportunities where additional Cobweb services would enhance a customer’s experience, increase productivity, and maximise the value of Cobweb’s portfolio of cloud services.

This role is subject to a rotating shift rota pattern on a 24/7 basis with some remote working shifts. Therefore, flexibility in working hours and a suitable remote working location is essential. Based primarily at our Fareham head office, extra duties on an out-of-hours basis may be required from time to time and are considered part of the role. This includes on occasion potentially travelling to client sites, events, and other company offices, dependent on the workload and location of customer.

Ideal Candidate

As the main point of contact for our customers, you will have a passion for delivering a great customer experience.  The role requires a results-oriented individual who is comfortable working within a fast-paced environment where they will be required to manage multiple inflows of tasks. 

You will need to be a fast learner of both processes and systems and be comfortable applying learnings to new situations.  

Please find more information about the requirements for this role here.