All the best teams need good direction. As a Support Op, it's your role to help promote the use of the support channel and assist within your team to work together and get the best results. Being a Support Op you would be expected to oversee the daily/weekly and monthly managing of the client support service. You will also be required to review any post/comments that are posted in the forum to ensure accuracy on any TUT and manage them to the desired level. You would also be responsible for ensuring the staff team are fully updated on any changes or difficulties you may see.
High performance is key to any business, and as Support Op you'd play a vital role in the support area of the business; for the reason we will work with unified and easy-to-use framework for delivering the best possible service for all of our customers, this will be something that should in essence be for everyone. You'd organise your work load and make sure performance is kept to a really high standard and if and when required make the Support manager aware of any challenges within your work load so that they can take this into account when assessing your performance.
Whatever business area you work in, your workload would/could involve being delegated tasks, monitoring the desired changes or focus on implementing new ideas that affect your area.
Responsibilities include helping users with queries regarding the setting up of various software packages, to troubleshooting specific problems, and if necessary passing them to technical staff.
As with any of the roles here at HostChaos LTD, you will also be managing Live Help and dealing with the enquiries there or directing the customer to the best place (e.g - Support Ticket, LZ, IRC Support Channel)
Other duties vary depending on the type and size of the rest of the businesses work load, but the job can include service complaint responsibilities on your area of for feedback on improvements, sales ordering and taking part in special customer promotions or events. In some cases you'd support other team members, whilst in others you'd only be looking after your main area.
You should have knowledge of the various software your likely to get asked about, this includes adding records to a DNS zone, configuring a website CMS, and configuring/troubleshooting IRC software.
Hours/Environment: Working time, your week would be between 15 and 20 hours. You should be able to commit to these hours prior to applying for this role; these hours are flexible however you should hold a presence during evening hours as this is usually our bigger demand. Your working environment would/could be working on your own or as part of a team remembering that there is no I in team, however you do need to be able to work on your own initiative.
