01722 480 300 info@a2zcloud.com

Assistant Support Technician

Are you ready to start a new journey with A2ZCloud.

A2ZCloud Ltd – Assistant Support Technician

Fulltime Position | Salisbury UK

A2ZCloud is on the lookout for an energetic front-line support member who will be responsible for directly assisting our customers with questions regarding their systems and the use of Zoho Products! So if you’ve got a knack for working with people and a keen technical edge, this could be right up your street.

Job Brief

This is a customer service role.

As a member of our front line support team, your primary responsibility will be to directly assist our customers with questions regarding their system and use of Zoho Products. This will include answering phones, emails, and LiveChats.

You will be expected to be able to assist people with basic and after some time more complex support questions and problems. It is vital that you can stay calm and professional under pressure. You will be required to make detailed notes of all your interactions with customers in our support system and alert account managers and developers where relevant.

Full training will be provided however, problem-solving skills and a keen interest in I.T. and modern internet based business systems is essential.

A2Z Cloud are proud to maintain a high level of customer service and we expect you to carry out these duties in a professional and friendly manner.

Qualifications / Experience Required

GCSE English and Mathematics grade C or equivalent
A Level or equivalent in IT or able to demonstrate competent working knowledge/experience working with computer systems, operating environments/Microsoft/Google Applications
Some experience of working in a similar environment or a call centre would be useful.

Opportunities for Growth & Advancement

We are a growing company that offers career opportunities, and not just “another job”. A2Z Cloud believes in growing our employees and promoting from within, offering many opportunities for professional advancement along the way.

A2Z Cloud pride themselves on being a friendly, flexible and equal opportunities employer. As such we are open to the concepts of job sharing and home working as and when required. 

Job Duties

This job will put you at the forefront of our support operation and you’ll need to manage various support channels and carry out the following:

  • Working with customers to solve complex support questions and issues

  • Monitor the various support channels; phone, instant chat and email.

  • Providing answers and solutions to basic questions and problems.

  • Respond with template answers if possible. 

  • Communicating effectively and professionally with customers.

  • Ensure all tickets are responded to promptly.

  • Chase suppliers to respond to any cases escalated to them.

  • Work with developers and support manager to ensure we meet all our service level target response times. 

  • Help with administration of internal systems.

  • Become proficient in the Zoho platform through formal and self education routes.

Required Skills/Qualifications

Goood English language skills and a high attention to detail are a must for this role. Ideally some practical experience of similar roles, and understanding of customer service, you will also possess:

  • Ability to work in a team and communicate effectively
  • Fast turnaround of customer requests  
  • Willing to learn new technologies 
  • Proficiency in English (oral and written) 
  • Good communication and people skills – particularly on the phone   
  • Freely shares knowledge and findings with others 
  • Ability to work unsupervised, in teams and stand alone 
  • Good time keeping skills 
  • Problem-solving skills 
  • Be able to cope with high pressure environment at times 
  • Prepared to work flexible hours and sometimes out of normal office hours 
  •  A high level of interest in modern business technologies – specifically mobile 

Perks of the Job

Competitive Salary

We appreciate the work you do and believe you should be faily compensated we offer merit-based reviews and exceptional work can be rewarded with bonuses & profit share schemes.

Frequent Socials & Trips

We like to have fun and let our hair down as a team. Enjoy regular nights out and trips away!

Flexible Working

Snow problem? Need to go watch the kids play? Want to leave early on a Friday? Well we're not clock watchers and are happy to let people work from home - We care about the output and what you produce more than anything.

Training & Development

At A2Z Cloud, we believe that the sky is the limit when it comes to knowledge and while you're here you'll get access to a wealth of knowledge, training materials, webinars and advancement opportunities to make sure that you're keeping pace with the ever-changing world. As well as your own personal development, we also believe that knowledge shouldn't be locked away in one person's head and we encourage active sharing. 

Paid Vacation

You'll get entitlement to your fair share with annual and flexible holiday that you can spend throughout the year. 

Location Independent

All start start working at the A2Z Cloud HQ in Salisbury - but once you're familiar and proven, we like to think that you could work from anywhere and take A2Z Cloud with you - including those that have ambitions to run their own team.

Perks

Interested?! Then don’t hesitate!

If you like the sound of working with us here at A2Z Cloud, then don’t hesitate to apply! We’re always on the lookout for people that have the drive and passion required to work in the tech industry, so fill out the application form above and give it a shot 🙂