At Bytemark, we regularly receive contact from our 3000 customers. They need your help getting around our internal systems, such as orders, billing, cancellations and other queries. Our customers are web developers and business professionals who need to get things done on the internet. Our job is to host their content and keep it online 24 hours a day.

You'll be dealing with emails and calls from our customers, helping them primarily with administrative queries. Any technical issues customers may be having when using our products can be passed on to fellow system administrators, but as you gain confidence and ability then you may be able to handle some of these yourself! We provide in-house training, days at relevant conferences and clear career progression opportunities.

Main responsibilities

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

• Engage empathetically with our customers every day to answer their queries, offer advice, and asking for help from colleagues when needed
• Keep track of customer questions across phone calls, e-mails, ticketing systems and online chat from 9am to 5pm, 5 days a week
• Collaborating with and learning from more senior members in the team

Our customers are often engineers themselves. We don't expect you to be a technical expert yourself, but need you to get the right help to our customers.

Skills

• Clarity, expressiveness and decisiveness in your writing
• Positive and empathetic phone manner
• Friendly and tactful personality, with a dedication to giving every customer an excellent experience
• Confident user of desktop computers (Linux, Mac or Windows)
• Curiosity, self-direction, and a quick learner when using software applications
• Ability to multi-task, prioritize and learn within a similarly-skilled team in a fast-paced, growing company

What type of company is Bytemark?

Bytemark is 30-person strong hosting company founded 14 years ago, now with around 3000 customers. Our head office is in beautiful, historic York. Our mission is to build tools that developers will love, with a strong focus on the UK market. We have a deep appreciation for the Free Software movement, and we hope you might know our name from various Free Software sponsorships we've made over the years.

Even as we grow, we'll continue to appreciate each team member for their individual skills and enthusiasms. We have large Product and Engineering teams who build our products, while our Support Team is focused on helping customers to use our products to build their dreams.

Career progression

Your line manager will work closely with you to establish your learning needs and ensure that you have the training and resources you need. We will pay for 5 days of conference attendance (including expenses) each year to pique your interest and pick up new skills. A keen interest in Linux is desirable, and our team will help you get to grips with Linux (and to a lesser extent Windows).

We have an open company plan. Our HR Manager and your line manager will help you navigate this and spot new opportunities in the company as they arise. A possible route could be to become a System Administrator (a troubleshooter of operating systems such as Linux).

Employment Terms & Benefits

This position is based at our friendly, modern York office (YO26 6BL). You will be expected to work there 37.5 hours per week, 9am to 5pm.

• Standard holiday allowance: 25 days holiday + UK bank holidays
• Extra holiday allowance: 1 day per full year of employment
• Allowance for home broadband service
• Bytemark-administered group personal Pension Scheme
• Annual health cash plan covering optical, dental & other common treatments
• 8 weeks maternity pay, 4 weeks paternity pay
• Childcare voucher scheme
• 5 days per year allowance for attending conferences, including expenses
• Free hosting
• Reasonable policies around sickness, bereavement and the whole grind of being human

Before you apply

Please understand these points before applying:

• You must already be eligible to work in the UK — we are not sponsoring visas for this position.
• We will reference successful candidates by reaching out to nominated references and paying for a Basic Disclosure Scotland check.

What are you waiting for?!

There's no "cultural fit" requirement. If you're a keen learner, have skills we like, and can work well within a team, we'd love to have you onboard!